Privacy Policy

Who we are. This website and these services are provided by Monster Cleaning Ltd, a company registered in England and Wales (company number 09919639), registered office 75 Shakespeare Avenue, Feltham, TW14 9HU. We are the data controller for the personal data described in this policy. To contact us about privacy or to exercise your rights, email office@monstercleaning.com or call 0333 555 2076.

This Privacy Policy is to explain what information or personal data we may collect from you, as well as how we may use the information you have provided to us. Please note that this apply to all websites that we own and operate and to all services that we provide. This policy does not apply to third parties, including other companies you might interact with on or through our services.

When you use and provide information to us via our Services, you are accepting and consenting to our processing of your information in accordance with this Privacy Policy and our Terms & Conditions.

Please read this entire policy carefully. When providing us with your information, you are agreeing to the practices described below.

1. Lawfulness, fairness and transparency of data processing

Your personal data will be collected and processed in a legal, fair, and transparent manner.

2. Purpose and storage limitation

The personal data we collect serves an explicit and a legitimate purpose and will not be stored by us for any longer than is necessary.

*We do not store credit card details nor do we share financial details with any 3rd parties

3. Data minimisation

Any personal data that we use will be adequate, up to date, and only limited to what is necessary for us and our partners to provide any of the offered services.

4. Accuracy

The personal data we have on file will be the correct, complete, and updated (if necessary) information that you have personally provided us with. Suitable steps will be taken to ensure that inaccurate or incomplete data is either deleted, corrected, supplemented, or updated.

5. Confidentiality and data security

Your personal data will be treated as confidential, and will be kept secure by taking all suitable organisational and technical measures to prevent unauthorised access, illegal processing and distribution, as well as the accidental loss, modification, or destruction of your personal data.

Information we may collect from you

We may collect and process the following data about you:

Information that you provide to us, such as your name, address, email address and telephone number, personal description, details of your household or business and any information about you or your property revealed in photographs or recordings which you provide to us or which the service provider takes or records before, during and/or after the provision of the services in accordance with the terms and conditions of the services and any other information that you choose to provide voluntarily, when you:

• submit a booking enquiry through our websites;
• complete contact or enquiry forms on, or otherwise provide information via, our websites;
• subscribe to receive any newsletter we may offer from time to time;
• complete any voluntary surveys we may ask you to participate in from time to time;
• send feedback to us via our websites;
• respond to our marketing communications;
• correspond with us by telephone, post or email or via the instant chat function on our websites;
• report a problem with any of our Services.

How we may use your information

We use the information that you give us:

• to manage your booking or respond to booking enquiry and to arrange the performance of services by your service provider;
• to occasionally provide you with offerings in the form of products or services;
• to carry out our obligations arising from any contracts entered into between you and us;
• to provide you with the information, products and services that you request from us;
• to communicate with you about any comments, complaints, queries or feedback you might have about us or the Services;
• to provide you with information about goods and services we offer that we feel may interest you by post, telephone, SMS or email. We will send that information by SMS or email only if:
  (i) you have consented to this; or
  (ii) the information is about products and services similar to those which were the subject of a previous sale or negotiation of a sale to you (and you have not opted out of receiving such marketing messages); or
  (iii) after opting out (and/or unsubscribing) you continue to use our services; or
  (iV) where we are permitted to do so by law without consent, for example, if you have provided us with a company email address. If you do not want us to use your information in this way, please contact us via e-mail or phone.

Who we share your data with

We do not sell your personal data. We share it only with service providers who help us run our business, under contract and only as needed: our website host (SiteGround), Cloudflare (security and content delivery), our booking system (Bookly), our email system (self-hosted, sending via Amazon SES in the London region), and Google Analytics (website usage statistics). Our phone team uses our own CRM to manage bookings. If you message us on WhatsApp, your messages, any photos you send and your phone number pass through WhatsApp, which is run by Meta under its own terms; we use them only to answer you and arrange your clean. Our website counts taps on its WhatsApp buttons (which page and which button, nothing that identifies you).

How long we keep your data

We keep your data only as long as necessary: booking and customer records for up to 7 years (to meet tax and accounting obligations), enquiry data for up to 2 years, and marketing data until you opt out. We then delete or anonymise it.

International transfers

Some providers (for example Google Analytics and WhatsApp) may process data outside the UK. Where they do, the transfer is protected by appropriate safeguards such as UK adequacy regulations or standard contractual clauses.

Cookies

Our website uses cookies. You can accept or reject non-essential cookies using the banner on the site, and see which cookies we use in our Cookie Policy.

Where we obtained your data

Usually you provide your data to us directly. In some cases (for example existing customers we contact about similar cleaning services) we may hold contact details from a previous booking you made with us.

Your rights

You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes. You can also exercise this right at any time by contacting us using our contact details.

The General Data Protection Regulation also grants you the rights: to know about and access the information we hold about you, to request changes to your personal information if it is erroneous or misrepresents you in any way and to request a copy of your personal data, ask that we restrict the processing of your personal data, or to have us completely erase it. You also have the right to withdraw consent at any time, and the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113 if you are unhappy with how we handle your data.

Additionally, you can limit the personal information you share. The only way we collect personal information is when you provide it to us voluntary.

If you have more questions or you want to exercise any of your rights, contact our team by sending an email. We will then review your request and get back to you within 30 days.

Website usage measurement and quote forms

We measure how our own website is used with a first-party system that runs on our server. It records the pages you visit here, the postcode you type into our quote forms and the steps of the form you complete, so we can see where the form loses people and improve it. It does not use third-party advertising cookies and it does not record your IP address.

If you start a quote and do not finish it, we keep what you entered, including your name and phone number where you provided them, so we can follow up your enquiry. If you would rather we did not hold that information, ring us or email and we will delete it. Where you book, we also match the booking to our call records so we know your confirmation call happened.

Quote requests made on our partner websites are delivered to and stored on this website, and handled under this policy.

Changes to our Privacy Policy

By submitting your information to us, you consent to the use of that information as set out in this Privacy Policy. If we change our Privacy Policy, we will post the updated policy on this page.