1. Who we are
This policy explains how Citrine Cleaning Services uses personal data when you visit citrinecleaningservices.co.uk, request a cleaning booking or contact us. We are the data controller for that data.
- Legal name: CITRINE CLEANING SERVICES LTD
- Company number: 17466323, registered in England and Wales
- Registered office: 77 Kilburn Street, Liverpool, England, L21 8HN
- Email: [email protected]
- Phone: +44 7842 315967
We process personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2. Data we collect
Booking and contact details
When you request a booking we collect your full name, email address, phone number, the property address, town or city and postcode, your preferred date, the services you selected and any comments you add.
Property and access information
- Access instructions such as where keys are left, key safe or door codes, concierge details and parking arrangements.
- Details about the property: approximate floor area, number of rooms and bathrooms, flooring and surfaces, and whether pets live there.
- Selected dates and time slots, and any changes or cancellations.
Payment information
You choose a payment method when booking (card, Apple Pay, Google Pay, Klarna, PayPal or bank transfer). Payments are taken through a secure link from our payment provider. We do not see or store your full card number; we receive confirmation of payment, the amount, the date and the last four digits or a payment reference.
Correspondence and complaints
We keep emails and messages you send us. If you report a problem with a clean, we may ask for and keep before-and-after photos of the affected area to assess the complaint and arrange a re-clean. Please avoid including people or personal documents in those photos.
Technical data
Our hosting provider records standard server logs, such as IP address, browser type and pages requested, to keep the website secure and working.
3. Purposes and legal bases
- Contract: to quote, schedule and carry out your cleaning, give the cleaner access to the property, take payment and handle re-cleans.
- Legitimate interests: to answer enquiries, handle complaints, prevent fraud, improve our checklists and keep our website secure. We balance these interests against your rights.
- Consent: to send occasional offers or service updates by email if you have opted in, and to use any photos for purposes beyond resolving your complaint.
- Legal obligation: to keep accounting and tax records and to respond to lawful requests from authorities.
4. Who we share data with
We never sell personal data. We share it only where needed:
- Assigned cleaners: the self-employed cleaners or subcontractors allocated to your job receive your name, phone number, property address, access instructions and job notes, only for carrying out that booking.
- Payment provider: to process payments, refunds and fraud checks.
- IT and email providers: who host our website, email and booking records under contracts that require them to protect your data.
- Professional advisers and insurers: accountants, legal advisers and our liability insurer where a claim or dispute requires it.
- Authorities: HMRC, the police or other bodies where the law requires us to.
5. International transfers
We store data in the UK where possible. Some providers, such as email or payment services, may process data outside the UK. When that happens we rely on UK adequacy regulations or the International Data Transfer Agreement or UK Addendum to the EU Standard Contractual Clauses, so your data receives equivalent protection.
6. How long we keep data
- Booking, invoice and payment records: 6 years after the end of the financial year, to meet tax law.
- Access instructions, key and door codes: deleted within 30 days after your last booking, or immediately when you ask.
- Property details and job notes: up to 2 years after your last booking, so repeat bookings stay accurate.
- Complaint photos and correspondence: up to 12 months after the complaint is closed.
- Booking requests that are not confirmed: deleted within 90 days.
- Marketing preferences: until you unsubscribe or withdraw consent.
7. Security
We use encrypted connections, access controls and two-factor authentication on the systems that hold booking data. Cleaners only see the details of jobs assigned to them and must not keep access codes after the job. Physical keys are labelled with a reference code, never with your address. If a data breach is likely to put you at risk, we will tell you and the ICO as the law requires.
8. Cookies
This website does not use advertising or analytics cookies and does not store your basket in your browser. Your booking basket exists only while the page is open. Google Fonts may receive your IP address when loading typefaces. If we add optional cookies in future, we will ask for your consent first.
9. Your rights
Under UK GDPR you have the right to:
- Access a copy of the personal data we hold about you.
- Rectification of inaccurate or incomplete data.
- Erasure of your data where there is no reason for us to keep it.
- Restriction of processing while a concern is looked into.
- Data portability, receiving data you gave us in a common machine-readable format.
- Object to processing based on legitimate interests and to direct marketing at any time.
- Withdraw consent where we rely on it.
Email [email protected] to use any of these rights. We reply within one month and do not charge a fee in most cases. We may ask you to confirm your identity first.
10. Withdrawing consent
You can withdraw consent at any time by using the unsubscribe link in our emails or by writing to us. Withdrawal does not affect processing carried out before it, and it does not stop us processing data we need to fulfil an existing booking.
11. Complaints
If you are unhappy with how we handle your data, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office, the UK supervisory authority: ico.org.uk, helpline 0303 123 1113.
12. Children
Our services are for adults aged 18 and over. We do not knowingly collect data from children. If you believe a child has sent us personal data, contact us and we will delete it.
13. Changes to this policy
We may update this policy when our services or the law change. The date at the top shows when it was last revised. Significant changes will be highlighted on this page or sent by email to customers with active bookings.
Last updated: 19 October 2026.