Your privacy, in plain English.

Data controller: Dan Lee, trading as Somerset Window Cleaning (sole trader).

Address: 13 Rockhaven Business Centre, Gravenchon Way, Street, Somerset BA16 0HW.

Contact: info@somersetwindowcleaning.co.uk or 01458 860 339.

We are not required to appoint a Data Protection Officer. This policy covers customers, website visitors and business prospects. Staff privacy is covered separately.

We only collect what we need to do the job:

• Contact details: Name, email, phone number.
• Business prospect information: Business name, role or business contact details, location, website or directory source, and our contact and suppression history.
• Property info: Address, property type, access notes, parking.
• Service records: Quotes, bookings, job notes, frequency preferences.
• Photos: Before and after shots for quality assurance.
• Payments: Invoice totals. We never see or store your card details, which are handled securely by Stripe and GoCardless.
• Phone calls: If our team are unavailable, your call may be answered by an AI assistant. The call is recorded and transcribed so we can follow up. No voice data is retained beyond what is needed to handle your enquiry.
• Website chatbot: If you use our online chat, your messages are processed by an AI assistant to answer your questions and may be forwarded to us as a lead.
• Website data: Pages visited, form submissions, postcode checks (via Google Analytics, with your consent).

If you do not provide basic contact and property information, we may be unable to quote for or deliver the service.

We do not knowingly collect personal data from children under 16.

Under UK GDPR, we process your data on the following legal bases:

• Contract: Providing quotes, scheduling visits, delivering cleaning services, sending invoices, processing payments.
• Legal obligation: Keeping invoices and financial records for 6 years (HMRC requirements).
• Legitimate interests: Job notes and quality photos (service improvement), review requests (business reputation), AI-assisted call handling (customer service), and website analytics (understanding how our site is used). We also use legitimate interests for proportionate direct marketing to relevant corporate businesses, using business contact details from public sources. We have assessed that these uses are reasonable and proportionate for running a window cleaning service. You can object at any time; direct marketing will stop when you do.
• Consent: Google Analytics tracking, Google Ads conversion tracking, and marketing where consent is required. You can withdraw consent at any time via the cookie banner or the unsubscribe method in the message.

We share data only with trusted service providers who help us run the business. They only access what they need and are required to keep it secure:

• Payments: Stripe, GoCardless.
• Website hosting: Vercel.
• CRM and scheduling: Squeegee, Notion.
• Phone system: RingCentral, Twilio.
• AI assistants: Vapi (phone), OpenAI (phone and WhatsApp), Anthropic (website chatbot and WhatsApp failover), ElevenLabs (voice synthesis).
• Email and business outreach: Google Workspace, Smartlead, Zapmail.
• Analytics and advertising: Google Analytics, Google Ads.
• Accountancy: De Martin & Co Ltd.

We do not sell your data. We do not share it with anyone outside the list above.

Some of our service providers (including Google, Stripe, Vercel, Smartlead, Zapmail, OpenAI, and Anthropic) may process data in the United States or other countries outside the UK. Where this happens, your data is protected by safeguards approved by the ICO, including the UK-US Data Bridge and Standard Contractual Clauses.

Website enquiries

12 months after last contact (deleted if you do not become a customer)

Unsuccessful business prospects

24 months after our last contact

Marketing suppression records

The minimum contact data needed to honour your objection is kept for as long as needed

Customer records and invoices

6 years after last service (legal/tax requirement)

Quality photos

12 months

AI call recordings

90 days

Analytics data

14 months (Google Analytics retention setting)

Our website uses three categories of cookies:

• Essential: Required for the site to function (CSRF tokens, session state). No consent needed.
• Analytics: Google Analytics (GA4) measures how people use the site. Only active if you consent via the cookie banner. You can change your preference at any time by clicking the cookie settings link in the footer.
• Advertising: Google Ads conversion tracking. When you visit via a Google ad, a click identifier (GCLID) is stored to measure whether the ad led to an enquiry. We also send hashed contact details to Google for conversion attribution. This is only active with your consent.

Under UK GDPR, you have the right to:

• Access ask us what data we hold about you and get a copy.
• Rectification ask us to correct anything that is wrong.
• Erasure ask us to delete your data (where we have no legal reason to keep it).
• Restriction ask us to limit how we use your data while a concern is being resolved.
• Objection tell us to stop processing based on legitimate interests. If you object to direct marketing, we will stop it.
• Portability get your data in a format you can take elsewhere.
• Withdraw consent for analytics, advertising, or any marketing that relies on consent, via the cookie banner or message opt-out.

To exercise any of these rights, email info@somersetwindowcleaning.co.uk. We aim to respond within 30 days.

• We do not use automated decision-making or profiling that produces legal effects.
• We may receive your details from referrals, landlords, property managers, public business websites or business directories. If so, we will give you the relevant privacy information when we first contact you, and in any case within one month of receiving your data.
• If a data breach occurs that poses a risk to your rights, we will notify you and the ICO within 72 hours as required by law.
• We may update this policy from time to time. If we make significant changes, we will let you know by email.