Privacy Policy

Spic N' Span ("we", "us", "our") is committed to protecting your privacy. This policy explains what personal information we collect, how we use it, and the choices you have regarding your data when you use our website, our customer portal at portal.spicnspansuffolk.co.uk, or our cleaning services across Suffolk and Essex.

This policy applies to our customers, partners and cleaners, and website visitors.

We may collect the following information depending on how you interact with us and the services you use:

• Personal Information: Name, email address, telephone number, address and other contact details.
• Customer Information: Billing details, service addresses, booking information and details relating to cleaning services requested or provided.
• Partner Information: Information required to establish and manage our relationship with cleaners and self-employed partners, which may include address, bank and payment details, identification or verification information, portal account information, records of Services performed, and records of communications.
• Verification Information: Where applicable, information required to verify identity, eligibility to provide Services, or other checks necessary for our business or legal obligations.
• Payment Information: Information required to make or receive payments. Payment card details are handled by our third-party payment provider rather than stored by us directly.
• Technical Information: IP address, browser type, device information and usage data collected automatically when you use our website or portal.

We use personal information, including through our customer and partner portals, for the following purposes:

• Provide and manage our cleaning services.
• Create and manage customer and partner accounts and profiles.
• Arrange and manage cleaning assignments and client introductions.
• Process payments and maintain financial and accounting records.
• Communicate with customers, partners and cleaners about bookings, assignments, payments, updates and support requests.
• Verify information where necessary to establish or manage our business relationships.
• Protect the security of our website, portal and systems and prevent fraud or misuse.
• Improve our website, portal and services.
• Comply with legal, tax, accounting and other regulatory obligations.

We only process personal information where we have a valid legal basis to do so. Depending on the circumstances, this may include performing a contract, complying with a legal obligation, or pursuing our legitimate interests.

We use Stripe and Stripe Connect to process payments and payouts. Depending on how you interact with us, Stripe may process payment card information, bank account information, identity verification information, and other information required for payment processing and regulatory compliance.

We do not store payment card details directly. Stripe processes personal information in accordance with its own privacy policy and applicable terms.

We do not sell your personal information. We may share information where reasonably necessary to operate our business, provide our services, or comply with legal obligations.

• With trusted service providers who help us operate our website and customer portal, process payments, verify information, or deliver services.
• With customers or partners where necessary to arrange and provide cleaning services or client introductions.
• With professional advisers, insurers, or other organisations where reasonably necessary to operate our business or protect our legal rights.
• When required by law or where necessary to protect our rights, safety, or property.

Some of our service providers, such as Stripe, may process information outside the UK. Where this happens, we ensure appropriate safeguards are in place to protect your information.

Our website and customer portal may use cookies or similar technologies to maintain sessions, provide functionality, improve security, and understand how our services are used. You can control cookies through your browser settings.

We restrict access to your information to staff and service providers who need it to operate our business and deliver our services. We use secure systems to store and transmit your data and keep our software up to date to guard against known vulnerabilities.

No method of transmission or storage is completely risk-free, but we work to minimise the risks associated with handling personal information.

We keep personal information only for as long as necessary for the purposes for which it was collected, including where necessary to meet legal, tax, accounting or other regulatory requirements.

Different types of information may therefore be retained for different periods. Where information is no longer required, we will securely delete or anonymise it where appropriate.

Depending on the circumstances and applicable law, you may have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your personal information where applicable.
• Request restriction of processing where applicable.
• Object to certain processing.
• Receive your personal information in a portable format where applicable.

You also have the right to complain to the Information Commissioner's Office (ICO) if you believe we have not handled your personal information properly.

To exercise your rights or ask questions about how we use your personal information, please contact us using the details below.

Our services are not directed at individuals under 18. We do not knowingly collect personal data from children.

We may update this Privacy Policy from time to time to reflect changes to our services, how we process personal information, or our legal obligations. Changes will be posted on this page with an updated "Last updated" date.