At a glance

We collect: Your name, email, phone, address, booking details, and how you use our platform.

We use it for: Connecting you with cleaners, processing payments, and improving our service.

We share it with: Cleaners (for bookings), payment providers, and where the law requires.

Your rights: You can access, correct, or delete your data. You can object to marketing. Contact us or the ICO if you have concerns.

1. Introduction

Welcome to Cleaner Pal Ltd. ("we," "our," "us," or "CleanerPal"). We protect your privacy and personal data. This policy explains how we collect, use, and safeguard your information when you use our website, app, and platform.

Policy versions: Each material update to this policy is assigned a version identifier (currently 2026-06-08). When we make changes that require your renewed consent, we will ask you to review and accept the updated policy before you continue using account features. Your acceptance is recorded with the version identifier and timestamp.

The Platform connects independent cleaners with clients. By using it, you agree to this policy. If you disagree, please do not use our Platform.

Also see our Terms and Conditions, Cookie Policy, and GDPR Compliance page.

2. Data Controller and Contact Information

Data Controller: Cleaner Pal Ltd., a company registered in Northern Ireland
Companies House: NI721429
Registered Office: Ground Floor, Gallery Building, 65-69 Dublin Rd, Belfast, BT2 7HG, Northern Ireland, Northern Ireland
ICO Registration: We are registered as a data controller with the Information Commissioner's Office (ICO).
ICO Registration Number: ZC088491

For questions about this Privacy Policy or our data practices, please contact us:

Email: privacy@cleanerpal.com
Privacy: privacy@cleanerpal.com

3. Information We Collect

We collect information that identifies you, describes you, relates to you, or could reasonably be linked to you, directly or indirectly ("personal data"). Under the UK GDPR, personal data means any information relating to an identifiable living individual.

3.1 Information You Provide Directly

Account Registration and Profile Information

Name (first name and last name)
Email address
Phone number
Date of birth
Profile photograph
Password (encrypted and stored securely)
Account preferences and settings

Cleaner-Specific Information

Business name and description
Years of experience
Languages spoken
Service areas (postcodes)
Services offered and pricing
Availability schedule
Maximum hours per day
Hourly rate
Insurance documentation and details
Right-to-work documentation (e.g., passport details, Home Office share codes) – required by law for immigration compliance
Identity & Biometric Data: Government-issued ID (passport, driving licence, national ID) and facial scan data for identity verification. Where our verification partners use facial recognition technology to match your photo to your ID, this constitutes Biometric Data under UK GDPR Article 9. We process this Special Category Data based on your explicit consent given during the verification flow, for identity verification, fraud prevention, and platform safety.
AccessNI (criminal record checks in Northern Ireland) check results and certificate numbers, processed in accordance with the AccessNI Fair Processing Notice and AccessNI Code of Practice
Bank account details or PayPal account information for payments
Tax information (for self-employed cleaners)
References and testimonials

Client-Specific Information

Property addresses where cleaning services are requested
Cleaning preferences and requirements
Special instructions for cleaners
Access codes or keys information (stored securely)
Property type and size
Preferred cleaning times and frequency

Booking and Transaction Information

Booking details (date, time, duration, services requested)
Payment information (processed securely through third-party payment processors)
Billing address
Transaction history
Invoices and receipts
Cancellation and refund requests

Communication Information

Messages sent through the Platform
Support requests and correspondence
Feedback, reviews, and ratings
Dispute reports and resolutions

Marketing and Preferences

Marketing communication preferences
Newsletter subscriptions
Promotional code usage
Survey responses

3.2 Information Collected Automatically

Device and Technical Information

Device type (mobile, tablet, desktop)
Operating system and version
Browser type and version
IP address
Browser and device identifiers where available (for example via analytics cookies after consent)
Screen resolution and display settings
Time zone and language settings

Usage and Analytics Information

Pages visited and features used
Time spent on pages
Click patterns and navigation paths
Search queries
Date and time of access
Referring website addresses
Error logs and crash reports
Performance metrics

Location Information

Geographic location (if location services are enabled)
GPS coordinates (for service area matching)
IP-based location estimates
Location history (if enabled)
Booking Verification: We may collect precise location data (GPS) at the start and end of a Booking to verify attendance and calculate time spent. This is processed for the legitimate interest of fraud prevention and dispute resolution.

Data Protection Impact Assessment (DPIA): We conduct a DPIA for high-risk processing activities, including the use of location data, in accordance with UK GDPR Article 35.

Cookies and Tracking Technologies

We use cookies, web beacons, pixel tags, and similar tracking technologies. For detailed information, please see our Cookie Policy.

3.3 Information from Third Parties

We may receive information about you from third parties:

Verification Services: Background check results, identity verification, and right-to-work status from Didit and other verification providers
Payment Processors: Payment confirmation, transaction status, and fraud detection information from Stripe, PayPal, and other payment providers
Government Agencies: Right-to-work verification from the Home Office, tax information from HMRC (where legally required)
Social Media Platforms: If you choose to connect your account (currently not available, but may be added in future)
Analytics Providers: Usage statistics and analytics from Google Analytics, Firebase Analytics, and similar services
Cloud Service Providers: Infrastructure and hosting information from Google Cloud Platform and Firebase
Referral Partners: If you were referred by a partner organisation

4. How We Use Your Information

We use the information we collect for the following purposes, based on different legal bases under UK GDPR:

4.1 To Provide and Operate the Platform (Contract)

Create and manage your account
Process and facilitate bookings between Cleaners and Clients
Process payments and manage financial transactions
Enable communication between Users
Provide customer support and respond to enquiries
Send booking confirmations, reminders, and updates
Manage account tools and service settings
Operate promotions and campaigns, including eligibility checks, fulfilment, and required customer communications
Generate invoices and receipts
Handle cancellations and refunds
Facilitate dispute resolution

4.2 Legal Obligations

Verify right-to-work status as required by UK immigration law
Conduct AccessNI checks for safety and compliance
Comply with tax and accounting obligations
Respond to legal requests and court orders
Comply with regulatory requirements
Maintain records as required by law
Report suspicious activity to relevant authorities

4.3 Legitimate Interests

We process your data based on our legitimate interests, balanced against your rights and freedoms:

Safety and Security: Verify identities, conduct background checks, prevent fraud, detect and prevent illegal activity, ensure platform safety
Platform Improvement: Analyse usage patterns, improve features, develop new services, conduct research and analytics
User Experience: Personalise content, recommend cleaners or services, optimise matching algorithms
Business Operations: Manage operations, ensure quality, handle disputes, enforce terms and policies
Communication: Send important service updates, security alerts, policy changes
Legal Protection: Defend legal claims, protect our rights and property, enforce agreements

4.4 With Your Consent

Send marketing communications and promotional offers
Share data with third parties for marketing purposes (where explicitly consented)
Use cookies and tracking technologies (where consent is required)
Conduct surveys and research
Send SMS notifications (beyond operational messages)
Use location data for enhanced features

You can withdraw your consent at any time by updating your preferences in your account settings or contacting us. Withdrawing consent does not affect the lawfulness of processing before withdrawal.

5. How We Share Your Information

We do not sell your personal data. We share your information only as described below:

HMRC and DAC7: Under the Platform Operators (Due Diligence and Reporting Requirements) Regulations 2023 and the OECD model rules for digital platforms (DAC7), we report annually to HMRC information about sellers who earn income through the Platform, including seller identity, gross earnings, and fees withheld by the Platform. We send each cleaner a copy of the information reported about them by 31 January following the end of each calendar reporting year.

5.1 With Other Users

When you use the Platform, certain information is shared with other Users:

Cleaner Profiles: Name, profile photo, ratings, reviews, service areas, availability, and business information are visible to Clients
Booking Information: When a booking is made, Cleaners receive Client contact information, property address, and service requirements. Clients receive Cleaner contact information and profile details. We share booking details (name, address) with the Cleaner and any valid substitute appointed by the Cleaner to fulfil the service contract (necessary for performance of the contract under UK GDPR Article 6(1)(b)).
Reviews and Ratings: Reviews and ratings are publicly visible on Cleaner profiles
Messages: Messages sent through the Platform are visible to the recipient

5.2 Service Providers and Processors

We share information with third-party service providers who process data on our behalf:

Payment Processors: Stripe, PayPal for payment processing (they collect payment card information directly)
Cloud and Hosting: Google Cloud Platform, Firebase for data storage and hosting
Verification Services: Didit and other providers for background checks, passport verification, and identity verification
Analytics: Google Analytics, Firebase Analytics for usage analytics
Communication: Email service providers, SMS service providers (Twilio) for sending communications
Customer Support: Support platform providers for managing customer enquiries
Security: Security service providers for fraud detection and prevention

All service providers are contractually obligated to protect your data and use it only for specified purposes.

5.3 Government and Regulatory Authorities

Home Office for right-to-work verification
HMRC — for annual reporting under the Platform Operators Regulations 2023 / OECD DAC7 (see the dedicated paragraph at the start of this section 5).
Police and law enforcement agencies (when required by law or court order)
Information Commissioner's Office (ICO) for data protection compliance
Other regulatory bodies as required by law

5.4 Business Transfers

If we are involved in a merger, acquisition, asset sale, or similar transaction, your information may be transferred as part of that transaction. We will notify you of any such change in ownership or control of your personal data.

5.5 Legal Requirements

We may disclose your information if required by law, court order, or government regulation, or if we believe disclosure is necessary to:

Comply with legal obligations
Protect our rights, property, or safety
Protect the rights, property, or safety of Users or others
Prevent or investigate fraud or illegal activity
Respond to legal claims

6. Data Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction:

Encryption: Data in transit is encrypted using TLS/SSL. Sensitive data at rest is encrypted using industry-standard encryption
Access Controls: Strict access controls limit who can access personal data. Access is granted on a need-to-know basis and logged
Authentication: Multi-factor authentication (2FA) is available and encouraged for all accounts
Secure Infrastructure: Data is stored in secure data centres with physical and logical security measures
Regular Security Assessments: We conduct regular security audits, vulnerability assessments, and penetration testing
Staff Training: All staff receive regular training on data protection and security
Incident Response: We have procedures in place to detect, respond to, and recover from security incidents
Data Minimisation: We collect and retain only the data necessary for our purposes
Secure Development: We follow secure coding practices and conduct code reviews

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to protect your data, we cannot guarantee absolute security.

7. Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law:

Account Data: Retained while your account is active. After account closure, retained for 2 years for legal and business purposes, then securely deleted
Right-to-Work Records: Retained for at least 2 years after the end of the relationship (legal requirement under UK immigration law)
AccessNI & Criminal Record Data: We do not retain copies of AccessNI disclosure certificates. Once verification is complete, the certificate file is deleted. We strictly retain only the reference number, date of check, and result status (e.g., "Verified/Clear") for the duration of the cleaner's active account plus 2 years, in compliance with the Data Protection Act 2018 (Schedule 1, Part 3) and GDPR Article 10.
Transaction and Financial Data: We retain payment, payout, invoice, and related financial records for at least six years and, where we apply a single statutory accounting retention window, for up to seven years from the end of the relevant tax or accounting period. This period covers UK tax, VAT, and company law expectations for books and records, HMRC enquiries, and audit trails. Data is held only as long as necessary for those purposes and is then securely deleted or anonymised in line with this Policy.
Booking Records: Retained for the same 6–7 year window as financial records where they form part of the commercial and tax record (e.g. evidence of services, fees, and disputes), and otherwise for shorter periods where a shorter retention is sufficient for the purpose.
Communication Records: Retained for 2 years after the last communication
Marketing Data: Retained until consent is withdrawn or you opt out, then deleted within 30 days
Analytics Data: Aggregated and anonymised data may be retained indefinitely
Legal Claims: Data relevant to legal claims may be retained until claims are resolved

After the retention period expires, we securely delete or anonymise your personal data. Some data may be retained in backup systems for a limited period before permanent deletion.

8. Your Rights Under UK GDPR

Under UK GDPR and the Data Protection Act 2018, you have the following rights regarding your personal data:

8.1 Right of Access (Article 15)

You have the right to request copies of your personal data. You can access much of your data through your account settings, or request a complete data export by contacting us. You may also use in-app export features in your account where available.

8.2 Right to Rectification (Article 16)

You have the right to request correction of inaccurate or incomplete personal data. Most information can be updated directly through your account settings. We will respond to rectification requests within one month.

8.3 Right to Erasure / "Right to be Forgotten" (Article 17)

You have the right to request deletion of your personal data, subject to certain exceptions:

We may retain data where required by law (e.g., financial and tax records for at least six years and up to seven years as described in section 7)
We may retain data necessary for legal claims or disputes
We may retain data necessary for legitimate business interests

You can request account deletion through your account settings or by contacting us. We will process deletion requests within one month, subject to legal requirements.

8.4 Right to Restrict Processing (Article 18)

You have the right to request that we limit how we process your data in certain circumstances, such as when you contest the accuracy of data or object to processing.

8.5 Right to Data Portability (Article 20)

You have the right to receive your personal data in a structured, commonly used, and machine-readable format. You can use the data export feature in your account settings (where available), or request a machine-readable export from us directly.

8.6 Right to Object (Article 21)

You have the right to object to processing based on legitimate interests. You can opt out of marketing communications at any time through your account settings or by contacting us.

8.7 Rights Related to Automated Decision-Making (Article 22)

You have the right not to be subject to decisions based solely on automated processing that significantly affect you. We use automated decision-making for:

Cleaner-client matching based on location and preferences
Risk assessment for new cleaner applications
Dynamic pricing algorithms
Fraud detection

Human review: You may request human review of any automated decision that significantly affects you. We will not make decisions with legal or similar significant effects based solely on automated processing without human involvement where required by law. Contact us to request a review.

8.8 Right to Withdraw Consent

Where processing is based on consent, you have the right to withdraw consent at any time. Withdrawing consent does not affect the lawfulness of processing before withdrawal.

9. Exercising Your Rights

To exercise your rights, you can:

Use self-service options in your account settings (for data access, and deletion, plus export where available)
Email us at privacy@cleanerpal.com
Contact our privacy team at privacy@cleanerpal.com
Write to us at our registered office address

We will respond to your request within one month. If your request is complex or we receive multiple requests, we may extend this by up to two months, and we will inform you of this extension and the reasons.

We may request proof of identity before processing certain requests to ensure we are responding to the correct person.

In most cases, exercising your rights is free of charge. However, we may charge a reasonable fee if requests are manifestly unfounded, excessive, or repetitive.

10. International Data Transfers

Some of our service providers may process data outside the UK. When we transfer data internationally, we ensure appropriate safeguards are in place:

We use UK ICO-approved Standard Contractual Clauses (SCCs) and adequacy decisions for transfers outside the UK/EEA.

For more information about international transfers and safeguards, please contact our privacy team.

11. Data Breach Notification

In the event of a personal data breach that is likely to result in a high risk to your rights and freedoms, we will:

Notify the Information Commissioner's Office (ICO) without undue delay, and in any event within 72 hours of becoming aware of the breach (where feasible)
Notify affected individuals without undue delay if the breach is likely to result in a high risk to their rights and freedoms
Provide clear information about the nature of the breach, likely consequences, and measures taken or proposed to address it

We have procedures in place to detect, assess, and respond to data breaches promptly.

12. Children's Privacy

Our Platform is not intended for 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 under 18, we will take steps to delete that information. If you believe we have collected information from a child, please contact us immediately.

13. Marketing Communications

We may send you marketing communications if you have consented or if we have a legitimate interest (for existing customers). You can opt out at any time by:

Clicking the unsubscribe link in marketing emails
Updating your preferences in your account settings
Contacting us at privacy@cleanerpal.com

We will continue to send important service-related communications (e.g., booking confirmations, security alerts) even if you opt out of marketing communications.

14. SMS and Text Messages

By providing your phone number, you agree that CleanerPal may send you SMS messages under the Privacy and Electronic Communications Regulations 2003 (PECR). We separate operational messages (necessary to deliver the service) from marketing messages (promotional content that requires your consent).

14.1 Operational SMS (service-related)

When you provide a mobile number for your account or booking, we may send operational messages without separate marketing consent, including:

Booking confirmations and reminders
Payment and pre-authorisation notifications
Dispute and resolution alerts
Important account security information (for example two-factor authentication codes)
Critical service or policy updates affecting your bookings

You should expect to receive a maximum of ten (10) operational SMS messages per month under normal use. Message and data rates may apply.

14.2 Marketing SMS (promotional)

We will only send promotional or marketing SMS where you have given explicit consent (for example by opting in to offers in your account settings). You can withdraw marketing consent at any time without affecting operational messages.

Reply STOP to opt out of marketing SMS. For operational messages, contact us if you need to update your number or preferences. For help, reply HELP. Opting out of all SMS may affect your ability to receive time-sensitive booking notifications.

15. Cookies and Tracking Technologies

We use cookies and similar tracking technologies. For detailed information about our use of cookies, please see our Cookie Policy.

16. Third-Party Links

Our Platform may contain links to third-party websites or services. We are not responsible for the privacy practices of these third parties. We encourage you to read their privacy policies before providing any information.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We review it annually or when the law changes (e.g. post-Brexit). Each material update is assigned a version identifier (see section 1). We will notify you of significant changes by:

Posting the updated Privacy Policy on our website with a new "Last updated" date and version identifier
Sending an email notification to registered users
Displaying a notice on the Platform

When changes require your renewed consent, we will ask you to review and accept the updated Privacy Policy before you continue using account features. Your acceptance is recorded with the version identifier and timestamp. If you do not agree with the changes, you should stop using the Platform and may request deletion of your account.

18. Northern Ireland Users

If you are in Northern Ireland, your data protection rights are the same as those across the UK. You can enforce them through the ICO or, for consumer rights, through the Consumer Council for Northern Ireland (0800 121 6022) or the Trading Standards Service (Department of Justice, NI). See our Complaints section below.

19. Complaints

If you have concerns about how we handle your personal data, you can:

Contact us at privacy@cleanerpal.com or our privacy team at privacy@cleanerpal.com
Submit a formal complaint to the Information Commissioner's Office (ICO):
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Website: ico.org.uk

20. Contact Information

CLEANER PAL LTD
Ground Floor, Gallery Building
65-69 Dublin Rd
Belfast
BT2 7HG
Northern Ireland

General Enquiries: info@cleanerpal.com
Privacy Enquiries: privacy@cleanerpal.com
Privacy: privacy@cleanerpal.com