Privacy policy

HTM Cleanning Ltd, trading as HTM Cleanning LTD, is the data controller for the personal data described in this policy. Our registered trading address is 84A Whippendell Road, Watford, WD18 7LR.

For any question about this policy or about your personal data, email info@htmcleanning.co.uk or call 0780 2610 1909. We aim to respond within five working days.

We only collect what we need to quote for and carry out cleaning work.

• Enquiries and quotes. Your name, email address, telephone number, postcode, the service you are asking about, the property size and anything you tell us in the message field.
• Bookings. The above, plus the full service address, your chosen date and arrival window, access instructions and any notes about the property, pets or allergies.
• Payments. The amount, date, reference and payment method. We never see or store your full card number — see Payments below.
• Keys. Where we hold a key, we record a reference code and the customer it belongs to. We deliberately do not label keys with the property address.
• Photographs. On deep cleans and end of tenancy work we photograph completed rooms as evidence of the work. See Photographs.

We do not buy contact lists, and we do not collect special category data unless you volunteer it — for example telling us about a health condition so we can use fragrance-free products. Where you do, we use it only to deliver the service safely.

• To reply to your enquiry and provide a quote — legitimate interests, and your consent where you tick the contact box.
• To carry out work you have booked, including passing the address and access details to the cleaner attending — performance of a contract.
• To take payment and issue invoices — performance of a contract, and legal obligation for accounting records.
• To keep records of work done, including photographs of completed rooms, so we can evidence the standard and honour our re-clean guarantee — legitimate interests.
• To send marketing — only with your consent, given by ticking the marketing box. Every marketing email carries an unsubscribe link and we act on it immediately.

We do not use your data for automated decision-making or profiling, and we never sell it.

This website is a static site with no customer database behind it. That is a deliberate design decision and it limits what can be exposed.

• Enquiry and booking forms send their contents directly to our email inbox. Nothing is written to a database on this website.
• Cookies & Local Storage. We do not store user tracking cookies or persistent personal profiles on this website. Session states stay on your own device and clearing your browser data removes them completely.
• Tracking. We do not set advertising or analytics tracking cookies, and there is no third-party behavioural tracking on this site.

Invoices are issued directly by HTM Cleanning Ltd and may be settled via secure bank transfer or card payment via a PCI-DSS certified payment processor. We never see, receive, or store full payment card numbers or CVV codes on this website.

If you pay by bank transfer, your bank transmits the payment reference and account name so we can match your payment to your issued invoice.

On deep cleans, end of tenancy work and commercial audits we photograph completed areas. These are records of the work, used to evidence the standard delivered and to support your deposit claim where relevant. They are sent to you and retained on our records.

We never publish photographs of a customer property without separate written permission. This matters most on hoarded property work, where we do not photograph for marketing at all, and we do not discuss or identify clients outside the team working on the job.

We share personal data only where it is necessary to deliver the service.

• Our own staff — the cleaner attending receives the address, access details and any relevant notes. All staff are directly employed and bound by confidentiality obligations.
• Payment processing partners — to process card and invoice payments securely.
• Our email and IT providers — who host the inbox your enquiry arrives in.
• Licensed waste carriers — where we remove waste, limited to the collection address.
• Our accountant, and HMRC — invoices and payment records, as required for tax and accounting.
• Landlords, letting agents or managing agents — only where they are the paying party, or where you have asked us to send them your completion photographs.

We do not share your data with anyone else, and we will not do so without telling you, unless we are legally required to.

• Enquiries that do not become bookings — 12 months, then deleted.
• Booking and job records, including photographs — 3 years after the last visit, so we can deal with any dispute or deposit claim.
• Invoices and payment records — 6 years plus the current financial year, as required by HMRC.
• Account details — until you ask us to close the account.
• Keys — returned or destroyed when the arrangement ends, and the key register entry deleted.
• Marketing consent records — for as long as you are subscribed, plus 2 years, so we can evidence that consent was given.

Under UK GDPR you have the right to:

• be told what data we hold about you, and get a copy of it;
• have inaccurate data corrected;
• have your data erased, where we do not have a legal obligation to keep it;
• restrict or object to how we use it, including for marketing;
• withdraw consent at any time, where consent is our lawful basis;
• receive your data in a portable format.

To exercise any of these, email info@htmcleanning.co.uk. We will respond within one month and we will not charge you.

If you are unhappy with how we have handled your data, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would rather you told us first so we can put it right.

• This website is served over HTTPS with a valid TLS certificate.
• Email accounts holding enquiries are protected by strong passwords and two-factor authentication.
• Keys are stored in a locked cabinet at our trading address, labelled with a reference code rather than an address.
• Staff receive a confidentiality briefing before their first job and only receive the details needed for the work they are attending.
• Card data never touches our systems at all.

No system is perfectly secure, but if a breach affects your rights we will notify you and the ICO as required.

When we change this policy we update the review date at the top of the page. If a change materially affects how we use your data, we will tell customers directly rather than relying on you re-reading this page.