Privacy Policy

Last updated: 13 September 2026

Coastal Clean Carpets respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and protect personal information when you contact us, use our website, request a quotation, book our services or otherwise communicate with us.

For the purposes of UK data protection law, Coastal Clean Carpets is the data controller responsible for the personal information described in this policy.

1. Who We Are

Coastal Clean Carpets
Fleetwood, Lancashire, United Kingdom

Telephone: 0800 193 6313
WhatsApp: 07503 124495
Email: info@coastalcleancarpets.co.uk
Website: coastalcleancarpets.co.uk

If you have any questions about this Privacy Policy or how we use your personal information, please contact us using the details above.

2. Information We May Collect

Depending on how you interact with us, we may collect the following types of personal information:

Identity and contact information, including:

  • Your name

  • Address

  • Email address

  • Telephone or mobile number

  • WhatsApp contact details

Booking and service information, including:

  • The address where cleaning services are required

  • Details of the services you have requested

  • Appointment dates and times

  • Information you provide about carpets, upholstery, stains, pets or other cleaning requirements

  • Photographs you send to us for quotation or assessment purposes

  • Details of previous work carried out for you

Payment and transaction information, including:

  • Amounts charged

  • Payment status

  • Invoice information

  • Payment method

We generally do not need to store complete debit or credit card details ourselves where payments are processed through a third-party payment provider.

Communication information, including correspondence through:

  • Telephone

  • SMS

  • WhatsApp

  • Email

  • Facebook

  • Instagram

  • Website enquiry forms

  • Other social media platforms

Website and technical information, which may include:

  • IP address

  • Browser type

  • Device information

  • Pages visited

  • Time spent on the website

  • Referral source

  • Cookie identifiers

  • General website usage information

This information may be collected through cookies, analytics tools and services provided by our website platform.

3. How We Collect Personal Information

We may collect personal information directly from you when you:

  • Request a quotation

  • Make a booking

  • Contact us by telephone, email, WhatsApp or social media

  • Complete a website form

  • Send us photographs

  • Pay for our services

  • Leave a review

  • Participate in a promotion, competition or referral scheme

  • Ask us to contact you about a service

We may also receive limited personal information from third parties, including social media platforms, referral partners, online directories, payment providers and other people who recommend our services to you.

If personal information is obtained from a source other than you, UK data protection rules may require us to explain the type of data received and its source.

4. How We Use Your Information

We may use your personal information to:

  • Respond to enquiries

  • Provide quotations

  • Arrange appointments

  • Deliver carpet, upholstery and other cleaning services

  • Communicate with you before or after a booking

  • Send appointment confirmations or reminders

  • Process payments

  • Issue invoices or receipts

  • Maintain business and accounting records

  • Deal with complaints or service queries

  • Recover unpaid amounts where necessary

  • Improve our services

  • Request customer reviews or feedback

  • Administer referral or loyalty schemes

  • Maintain website security

  • Understand how visitors use our website

  • Market our services where permitted by law

  • Comply with legal, tax, insurance or regulatory requirements

  • Establish, exercise or defend legal claims

5. Our Lawful Bases for Using Your Information

UK data protection law requires us to have a lawful basis for processing personal information.

Depending on the circumstances, we may rely on the following bases.

Contract

We may process your information where this is necessary to provide a quotation, make arrangements at your request before entering into a contract, or perform a contract with you.

For example, we need your address and contact details in order to attend your property and provide the cleaning service you have booked.

Legal Obligation

We may use or retain information where this is necessary to meet legal requirements, including tax, accounting, regulatory and other statutory obligations. The ICO describes this basis as applying where processing is necessary to comply with a common-law or statutory obligation.

Legitimate Interests

We may process personal information where necessary for our legitimate business interests, provided those interests do not override your rights and freedoms.

Our legitimate interests may include:

  • Operating and managing our business

  • Responding to customers

  • Improving our services

  • Preventing fraud

  • Protecting our business and property

  • Maintaining records of customer relationships

  • Handling complaints

  • Recovering unpaid debts

  • Promoting relevant services to existing customers where lawful

Where we rely on legitimate interests, we are required to consider whether the processing is necessary and balance our interests against your privacy rights.

Consent

Where required, we may rely on your consent.

This may apply, for example, to certain forms of direct marketing or non-essential website cookies.

Where we rely on consent, you have the right to withdraw that consent at any time. Consent must be freely given, informed and based on a clear positive action.

6. Quotations and Photographs

You may choose to send us photographs of carpets, furniture, rooms, stains or other areas requiring cleaning so that we can assess the work and provide a quotation.

These photographs may occasionally contain personal belongings or other information.

Photographs supplied for quotation or service purposes will normally only be used for:

  • Assessing the work required

  • Providing quotations

  • Planning appropriate cleaning methods

  • Maintaining records connected with the job

We will not normally use photographs of your home for advertising or social media in a way that identifies you without an appropriate lawful basis.

Where practical, we aim to avoid publishing information that could identify an individual customer or their precise home address.

7. Before-and-After Photographs and Marketing

We may occasionally take photographs of completed cleaning work to demonstrate the results of our services.

These may be used on:

  • Our website

  • Facebook

  • Instagram

  • Other social media

  • Advertising materials

  • Promotional posts

We will aim to avoid displaying personal information, people, house numbers, documents, photographs of individuals or other clearly identifying details.

Where an image would identify you or otherwise requires consent, we will seek appropriate permission before using it.

You can ask us not to photograph work at your property.

8. Reviews and Testimonials

If you leave a review on a public platform such as Google, Facebook or Nextdoor, that review may already be publicly visible.

We may share or reproduce customer reviews for marketing purposes where this is lawful and appropriate.

Where possible, we will avoid publishing unnecessary personal information.

9. Direct Marketing

We may occasionally contact existing customers about relevant Coastal Clean Carpets services, offers or news where permitted by law.

You can ask us to stop marketing communications at any time.

You can do this by:

  • Replying to a message asking us to stop

  • Contacting us by email

  • Contacting us by WhatsApp or telephone

We will not sell your personal information to third parties for their own marketing purposes.

10. WhatsApp, Social Media and Messaging Platforms

If you contact us through WhatsApp, Facebook, Instagram or another third-party platform, your information will also be processed by the operator of that service.

Those companies have their own privacy policies and may process information outside the United Kingdom.

We recommend reviewing the privacy information provided by any third-party platform you use.

11. Who We May Share Your Information With

We do not sell customer personal information.

We may share information where reasonably necessary with third parties including:

  • Website hosting providers

  • Squarespace or other website service providers

  • Email providers

  • Payment processors

  • Accounting or bookkeeping services

  • Cloud storage providers

  • Messaging and communications platforms

  • IT service providers

  • Professional advisers

  • Insurers

  • Debt recovery or legal services where necessary

  • Government agencies, regulators, courts or law-enforcement authorities where legally required

These organisations may process information on our behalf or as independent data controllers.

We only aim to provide third parties with the information reasonably necessary for the relevant purpose.

12. International Transfers

Some third-party technology providers we use may process or store information outside the United Kingdom.

Where personal information is transferred internationally, we aim to ensure that appropriate safeguards are in place as required by UK data protection law.

This may include reliance on UK adequacy regulations or approved contractual safeguards.

Privacy notices are expected to explain relevant international transfers and safeguards where applicable.

13. How Long We Keep Your Information

We will not normally keep personal information for longer than necessary.

Retention periods depend on why the information was collected.

For example:

Enquiries that do not become bookings:
Normally retained only for as long as reasonably necessary to deal with the enquiry and possible follow-up.

Customer and booking records:
May be retained for several years to maintain service history, deal with complaints, protect against legal claims and manage our business.

Invoices and financial records:
May be retained for the period required under UK tax and accounting rules.

Marketing records:
May be kept until you unsubscribe, withdraw consent or object to marketing, subject to maintaining a limited suppression record so we know not to contact you again.

Photographs:
Retained only for as long as reasonably necessary for the purpose for which they were collected.

The UK GDPR requires organisations to tell people their retention periods or the criteria used to determine them.

14. Security

We take reasonable steps to protect personal information against:

  • Unauthorised access

  • Loss

  • Misuse

  • Alteration

  • Disclosure

  • Destruction

Measures may include password protection, secured devices, access controls and reputable third-party service providers.

However, no internet, email or electronic storage system can be guaranteed to be completely secure.

15. Cookies

Our website may use cookies and similar technologies.

Cookies are small files placed on your device that can help websites operate correctly, remember preferences and provide information about website usage.

Cookies may include:

Essential cookies, which are necessary for the website to operate.

Analytics cookies, which help us understand how people use our website.

Preference cookies, which remember certain choices.

Marketing cookies, where applicable, which may be used to measure or personalise advertising.

Under UK rules, website operators generally need to tell users about cookies, explain their purpose and obtain consent before placing non-essential cookies.

Where required, our website will provide cookie controls allowing you to accept or reject non-essential cookies.

You can also control cookies through your browser settings.

16. Analytics

We may use website analytics services to help understand how visitors find and use our website.

Analytics information may include:

  • Pages visited

  • Approximate location

  • Device type

  • Browser

  • Length of visit

  • Referral source

  • Interactions with the website

Where analytics involves non-essential cookies, we will seek consent where required.

17. Links to Other Websites

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices of external websites.

We recommend reading the privacy policy of any third-party website you visit.

18. Children's Information

Our services are intended primarily for adults arranging domestic or commercial cleaning.

We do not intentionally collect personal information directly from children for marketing purposes.

If we become aware that information about a child has been collected unnecessarily, we will take appropriate steps to delete or restrict it.

19. Your Data Protection Rights

Depending on the circumstances, you may have rights including:

  • The right to be informed about how your information is used

  • The right to access your personal information

  • The right to have inaccurate information corrected

  • The right to request deletion of information in certain circumstances

  • The right to restrict processing in certain circumstances

  • The right to object to certain processing

  • The right to data portability in certain circumstances

  • The right to withdraw consent where processing is based on consent

  • Rights relating to certain automated decision-making or profiling

Not every right applies in every situation.

If you wish to exercise a data protection right, contact us using the details at the beginning of this policy.

We may need to verify your identity before responding to a request.

20. Automated Decision-Making

Coastal Clean Carpets does not normally use personal information to make significant decisions about customers solely by automated means.

If this changes, we will update this Privacy Policy and provide the information required by law.

21. Complaints

If you have concerns about how we have handled your personal information, please contact Coastal Clean Carpets first so we have an opportunity to resolve the issue.

You also have the right to complain to the UK supervisory authority:

Information Commissioner's Office (ICO)

Information Commissioner's Office

The ICO requires UK organisations to tell individuals about their right to lodge a complaint with the supervisory authority.

22. Changes to This Privacy Policy

We may update this Privacy Policy occasionally to reflect:

  • Changes to our services

  • Changes to our website

  • New technology or service providers

  • Changes to data protection law or ICO guidance

The most recent version will be published on our website together with the date it was last updated.