1. Introduction

Magic Pro Cleaning Ltd ("Magic Pro Cleaning", "we", "us", "our") is committed to protecting your privacy and handling your personal data responsibly. This Privacy Policy explains what information we collect, why we collect it, how we use and store it, and what rights you have in relation to it.

This policy applies to all personal data collected through our website at www.magicprocleaning.co.uk, our mobile application, telephone bookings, email correspondence and any other interaction with our services (collectively, the "Service").

For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, the data controller is Magic Pro Cleaning Ltd.

2. Information We Collect

We collect personal data that you provide directly to us when booking a service, requesting a quote, contacting us by phone or email, or submitting a form on our website. This may include your name, email address, telephone number, property address, tenancy details and any specific instructions or requirements you provide.

We also collect certain data automatically when you visit our website, including your IP address (anonymised where possible), browser type, device information, pages visited, time spent on pages and referring URLs. This data is collected through cookies and analytics tools as described in Section 4.

Where you pay by card or bank transfer, payment details are processed by our third-party payment providers. We do not store card numbers or full payment credentials on our systems.

3. Legal Basis for Processing

We process your personal data on the following legal bases under the UK GDPR: to perform a contract with you or take steps at your request prior to entering a contract (e.g. providing a quote or fulfilling a booking); where we have a legitimate interest in operating and improving our business, provided this does not override your rights (e.g. analysing website usage, fraud prevention); where you have given consent (e.g. subscribing to marketing communications); and where we are required to comply with a legal obligation.

4. Cookies and Analytics

Cookies are small text files stored on your device when you visit our website. We use cookies to ensure the website functions correctly, to remember your preferences and to understand how visitors use our site.

We use Plausible Analytics, a privacy-focused analytics tool that does not use cookies and does not collect personally identifiable information. Plausible provides aggregate data on page views, referral sources and device types without tracking individual users.

We use Hotjar to understand how users interact with our website through heatmaps and session recordings. Hotjar automatically suppresses personally identifiable information in recordings. No keystrokes on sensitive fields (such as payment forms) are captured. You can opt out of Hotjar tracking at any time by visiting https://www.hotjar.com/policies/do-not-track/.

You can manage or disable cookies through your browser settings at any time. Disabling cookies may affect the functionality of certain parts of our website.

5. How We Use Your Information

We use the personal data we collect to provide and manage the cleaning services you have booked; to communicate with you regarding your booking, including confirmations, reminders and follow-ups; to process payments and issue invoices; to respond to enquiries, complaints and support requests; to improve our website, services and customer experience based on aggregate usage data; and to send you marketing communications where you have opted in, which you can unsubscribe from at any time.

We do not use your personal data for automated decision-making or profiling.

6. Data Sharing

We do not sell, rent or trade your personal data to third parties. We may share your data in the following limited circumstances: with our cleaning operatives and service providers to the extent necessary to fulfil your booking (e.g. sharing the property address and access instructions with the assigned cleaning team); with third-party payment processors to handle card and bank transfer payments securely; with analytics providers (Plausible, Hotjar) as described in Section 4, none of whom receive personally identifiable data; and where we are required to do so by law, regulation, legal process or enforceable governmental request.

All third-party service providers with whom we share data are contractually obligated to process it solely for the purposes we specify and in compliance with applicable data protection legislation.

7. Data Storage and Security

Personal information is stored securely in our CRM system and internal records, maintained in compliance with the UK GDPR and the Data Protection Act 2018. We implement appropriate technical and organisational measures to protect your data against unauthorised access, alteration, disclosure or destruction.

Where data is transferred to or processed by third-party providers located outside the United Kingdom, we ensure that appropriate safeguards are in place in accordance with UK data protection law, including standard contractual clauses or adequacy decisions where applicable.

8. Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting or reporting requirements. Booking and service records are typically retained for a period of six years from the date of the last service, in line with HMRC requirements and the Limitation Act 1980.

Analytics data collected via Plausible and Hotjar is aggregated and does not contain personally identifiable information. Session recordings in Hotjar are automatically deleted after 365 days.

Where you request deletion of your data, we will comply promptly unless we are required by law to retain certain records.

9. Your Rights

Under the UK GDPR, you have the following rights in relation to your personal data: the right to access the personal data we hold about you; the right to request correction of any inaccurate or incomplete data; the right to request deletion of your data where there is no compelling reason for continued processing; the right to restrict processing in certain circumstances; the right to data portability, allowing you to receive your data in a structured, commonly used format; the right to object to processing based on legitimate interests or direct marketing; and the right to withdraw consent at any time where processing is based on consent, without affecting the lawfulness of processing carried out prior to withdrawal.

To exercise any of these rights, please contact us using the details in Section 12. We will respond to your request within one calendar month. In complex cases, we may extend this by a further two months, in which case we will notify you of the extension and the reason for it.

If you are not satisfied with how we handle your request, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at https://ico.org.uk/.

10. Children's Privacy

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal data from children. If we become aware that we have collected personal data from a child without appropriate parental consent, we will take steps to delete that data promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology or legal requirements. The updated policy will be posted on this page with a revised "last modified" date. Where material changes are made, we will endeavour to notify you by email or through a prominent notice on our website. Continued use of the Service after changes are posted constitutes your acceptance of the revised policy.

12. Contact Us

If you have any questions about this Privacy Policy, wish to exercise your data protection rights, or have concerns about how your personal data is being handled, please contact us at: [email protected].

You may also write to us at: Magic Pro Cleaning Ltd, [registered address]. We aim to respond to all enquiries within 5 business days.