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 Privacy Policy
Effective Date: 22 July 2025

At Suremaid Ltd (“Suremaid”, “we”, “our”, or “us”), we are committed to protecting and respecting your privacy. This Privacy Policy sets out how we collect, use, share, and safeguard your personal data when you interact with our services, including through our websites, mobile applications, platforms (such as BookingKoala), and any other services we operate (collectively, “our Services”).

This policy is in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We are a company registered in England and Wales under Company Number 13681832, and our registered office address is Carrowmore Close, West Thurrock, Grays RM20 3BW, Essex.

By using our Services, you acknowledge and accept the terms outlined in this policy.

1. Our Commitment to Your Privacy

Suremaid strives to lead by example in safeguarding data privacy and maintaining compliance with legal regulations. We have implemented the following core principles:

  • Transparency: We will clearly inform you about what data we collect and how we use it.
  • Purpose Limitation: We only collect data necessary for the delivery of our services.
  • Data Minimisation: We avoid collecting excessive or irrelevant information.
  • Accuracy: We maintain up-to-date records and offer tools for you to manage your information.
  • Security: We use secure technologies and protocols to protect your data.
  • Accountability: We regularly review and audit our processes to ensure full compliance with data protection laws.

2. Information We May Collect

We may collect and process the following types of personal information:

Information you provide directly to us:

  • Full name, title, contact details (email, phone number, address)
  • Account login credentials
  • Payment and billing information
  • Details about your premises (e.g., size, type, access instructions, presence of pets, special cleaning needs)
  • Any documents, messages, media files (photos, videos, voice notes) that you upload or send

This information is typically collected when you:

  • Create or manage an account
  • Make a service booking or request a quotation
  • Subscribe to newsletters or updates
  • Contact us via phone, email, forms, or live chat
  • Complete surveys, feedback forms or promotions

Information we collect automatically:

  • IP address, browser type and version
  • Device type, operating system, and app version
  • Time zone settings and location data (if enabled)
  • Traffic and usage data (pages visited, time spent, features used)
  • Referring URLs and session analytics

Information from third parties:

  • Partners such as BookingKoala
  • Payment processors and fraud prevention systems
  • Marketing platforms and data analytics tools
  • Publicly available sources (e.g., Companies House)

3. How We Use Your Information

We use your information in the following ways:

  • To create and manage your account, verify your identity and allow you access to our systems
  • To schedule and deliver cleaning services, communicate with cleaners or service providers, and update you on service status
  • To process payments, issue receipts and resolve billing issues
  • To respond to your questions, requests, complaints or feedback
  • To send you transactional messages, such as booking confirmations or updates
  • To offer promotions and send marketing content, if you have opted in or if allowed under soft opt-in rules
  • To analyse trends, measure usage and improve our website, app and overall services
  • To detect, prevent and respond to fraudulent activity, breaches or security incidents

We also share relevant personal data with cleaners or subcontractors involved in service delivery. For example, if you book an end-of-tenancy clean, the allocated team may receive your name, address, phone number, access instructions, and any job-specific notes.

4. Legal Basis for Processing Your Data

We only process your personal information where we have a lawful basis, including:

  • Contractual necessity: To provide the services you requested
  • Legal obligation: For accounting, tax, or regulatory compliance
  • Legitimate interests: To improve our services and communications
  • Consent: For optional marketing communications or GPS tracking features

You have the right to withdraw consent at any time where consent is the basis for processing.

5. Cookies and Tracking Technologies

Our website and app use cookies to:

  • Keep you logged in across sessions
  • Remember your preferences and settings
  • Collect analytics on site usage and performance
  • Personalise marketing messages and service suggestions

You can manage your cookie preferences via your browser or through our cookie consent banner. Learn more in our Cookie Policy.

6. Where We Store and Transfer Your Data

We store personal data on secure servers located in the UK or within the European Economic Area (EEA). If we ever need to transfer your data outside the EEA, we will ensure that adequate safeguards are in place (e.g., data processing agreements, SCCs).

All payment data is securely encrypted. We do not store your full debit or credit card details.

While we take significant precautions, no online system is entirely secure. By using our Services, you acknowledge the inherent risks of internet-based data transmission.

7. Who We May Share Your Information With

We may share your information with:

  • Our cleaning partners or subcontractors for service execution
  • Payment processors (e.g., Stripe, PayPal) for secure transactions
  • IT and software providers (e.g., BookingKoala)
  • Marketing and analytics services (e.g., Google Analytics, Mailchimp)
  • Debt recovery and fraud prevention agencies, if applicable
  • Regulatory or legal authorities, if required by law or in relation to disputes
  • New owners, in case of a business sale or reorganisation

Each partner is contractually obligated to handle your data securely and in line with this policy.

8. Your Rights

Under the UK GDPR, you have the following rights:

  • Right to access your personal data
  • Right to rectification of incorrect or incomplete data
  • Right to erasure (“right to be forgotten”)
  • Right to restrict processing
  • Right to data portability
  • Right to object to marketing or profiling
  • Right to withdraw consent at any time

To exercise your rights, email hello@suremaid.co.uk. We will respond within 30 days. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

9. Data Retention

We retain personal information only for as long as necessary to:

  • Fulfil service obligations
  • Comply with legal and regulatory requirements
  • Resolve disputes
  • Enforce agreements

Inactive accounts or data no longer required will be deleted or anonymised.

10. Links to Third-Party Sites

Our website or app may contain links to external sites, such as social media platforms, partner sites, or referral pages. Please note that we do not control and are not responsible for their privacy policies. We recommend reading their policies before submitting personal data.

11. Updates to This Privacy Policy

We may occasionally revise this Privacy Policy. If we make material changes, we will notify you via email or our website. Updates will always include a revised “Last Updated” date at the top.

Your continued use of our Services after updates constitutes your agreement to the changes.

12. Contact Us

If you have any questions, comments, or concerns about your personal data or this Privacy Policy, please contact:

Suremaid Ltd

Email: hello@suremaid.co.uk