1. Who We Are

Holistic Property Care Ltd ("we", "us", "our") is the data controller responsible for your personal information.

Registered address: 4-6 Greatorex Street, London, E1 5NF. Contact:contact@holisticpropertycare.co.uk | +44 (0)7928 44626

This Privacy Policy explains what personal data we collect, how we use it, and your rights under UK GDPR and the Data Protection Act 2018.

2. What Personal Data We Collect

We collect personal data when you interact with us, including:

• Contact details: name, email address, phone number, property address

• Booking information: service requested, property size/type, preferred dates, access instructions (e.g. key safe codes — see Section 3 for how we handle this sensitive information)

• Payment information: processed securely via our payment provider [confirm: Squarespace Payments/Stripe/etc.] — we do not store full card details ourselves

• Communications: emails, messages, or call notes if you contact us with a query or complaint

• Website usage data: if you visit our website, we may collect data via cookies and similar technologies (see Section 6

3. Sensitive Access Information

If you provide us with key safe codes, door codes, alarm codes, or similar access information, we treat this as sensitive and:

• Only share it with the specific cleaner(s) assigned to your booking

• Do not store it for longer than necessary for the scheduled service

• Ask you to update or change codes periodically for your own security, particularly for recurring bookings

4. How We Use Your Data

We use your personal data to:

• Confirm, schedule, and deliver the cleaning services you book

• Process payments

• Respond to enquiries, complaints, or feedback

• Send booking confirmations, reminders, and service-related communications

• Send review requests after a completed service (see Section 5)

• Improve our services and website

• Comply with our legal and accounting obligations (e.g. record-keeping for tax purposes)

• With your consent, send marketing communications about our services (e.g. new services like Post-Construction Cleaning)

Legal basis: We process your data primarily to fulfil our contract with you (delivering the service you've booked), for our legitimate business interests (e.g. improving our service, preventing fraud), to comply with legal obligations, and, where applicable, with your consent (e.g. marketing emails).

5. Review Requests

After completing a service, we may send you an email or message inviting you to leave a review on Trustpilot or a similar platform. You can opt out of these communications at any time by contacting us or using the unsubscribe link provided.

6. Cookies & Website Tracking

Our website may use cookies and similar technologies to:

• Enable core website functionality

• Understand how visitors use our website (analytics)

• [If activated] Support advertising tools such as Meta Pixel, which helps us understand how visitors interact with our site and, where relevant, show you more relevant ads on Facebook/Instagram

You can control or disable cookies through your browser settings. If we use tools like Meta Pixel, this may involve sharing limited data (such as pages visited) with Meta — see [Meta's Privacy Policy] for how they handle this data.

Note: if/when you activate the Meta Pixel discussed earlier, this section needs to be updated to reflect that accurately, and you may be legally required to show a cookie consent banner on your website depending on how it's configured.

7. Who We Share Your Data With

We may share your data with:

• Our cleaning team members, to the extent necessary to deliver your booked service (e.g. your address and access instructions)

• Payment processors (e.g. Squarespace Payments, Stripe), to process transactions securely

• IT and website service providers (e.g. Squarespace), who host our website and booking systems

• Professional advisors (e.g. accountants), where necessary for legal or financial compliance

• Law enforcement or regulators, where required by law

We do not sell your personal data to third parties, and we do not share it with third parties for their own independent marketing purposes.

8. How Long We Keep Your Data

We retain personal data for as long as necessary to:

• Deliver the service you've booked and handle any related follow-up (e.g. complaints, re-cleans)

• Comply with legal and tax obligations (typically 6 years for financial records, in line with HMRC requirements)

• Maintain a record of past customers for service history and recurring bookings

If you ask us to delete your data and we have no legal obligation to retain it, we will do so (see Section 9).

9. Your Rights

Under UK GDPR, you have the right to:

• Access the personal data we hold about you

• Correct inaccurate or incomplete data

• Request deletion of your data (where we have no legal obligation to keep it)

• Restrict or object to certain processing (e.g. opt out of marketing)

• Data portability — receive your data in a portable format

• Withdraw consent at any time where we rely on consent (e.g. marketing emails)

To exercise any of these rights, contact us at contact@holisticpropertycare.co.uk. We will respond within one month, as required by law.

You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk if you believe we have not handled your data properly.

10. Data Security

We take reasonable technical and organisational measures to protect your personal data against unauthorised access, loss, or misuse, including secure payment processing through reputable providers and limiting access to personal data to team members who need it to deliver your service.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The most current version will always be available on our website.

12. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact us:

Holistic Property Care Ltd, 4-6 Greatorex Street, London, E1 5NF Email: contact@holisticpropertycare.co.uk Phone: +44 (0)7928 446263