Privacy Policy

1. Who We Are

This website (royal-cleaning.co.uk) is operated by DMK Services (UK) Ltd, a company registered in England and Wales. When this policy refers to “Royal Cleaning”, “we”, “us”, or “our”, it means DMK Services (UK) Ltd.

We are the data controller for the personal information we collect through this website, our booking system, and our customer relationship management (CRM) platform. If you have any questions about how we handle your data, you can contact us at info@royal-cleaning.co.uk or by calling 020 8050 6696.

2. What Data We Collect

We collect different types of personal information depending on how you interact with us:

2.1 Information you provide directly

When you request a quote, make a booking, submit a contact form, file a complaint, or apply for a job, you may provide us with:

• Full name
• Email address
• Phone number
• Property address and postcode
• Property type and size
• Preferred dates and times
• Details about your enquiry, booking, or complaint
• Payment information (processed securely by Stripe — we do not store your card details on our servers)

2.2 Information collected automatically

When you visit our website, we collect limited technical and behavioural data through the following tools:

• Plausible Analytics — a privacy-focused, cookieless analytics tool. Plausible does not use cookies, does not collect personal data, and does not track individual users across sessions. All data is aggregated and anonymous. Plausible is fully GDPR compliant without requiring cookie consent.
• Microsoft Clarity — a behavioural analytics tool that records anonymised session replays and heatmaps to help us understand how visitors use our website. Clarity may set cookies on your device. Session recordings may capture mouse movements, clicks, and scroll behaviour, but Clarity automatically masks sensitive input fields (such as payment and personal data). You can opt out of Clarity tracking through your browser’s cookie settings or our cookie consent mechanism.
• Meta (Facebook) Pixel — used on certain pages for retargeting purposes. The pixel allows us to show relevant advertisements to people who have visited our website when they browse Facebook and Instagram. The pixel collects data such as pages viewed and actions taken (e.g. submitting a quote request). This data is processed by Meta Platforms, Inc. in accordance with their privacy policy. The Meta Pixel is only loaded with your consent via our cookie consent mechanism.

2.3 Information from completed bookings

When you become a client and we successfully complete a cleaning job for you, your booking details (name, contact information, property address, service type, date, team assigned, and payment record) are stored in our CRM system for operational and record-keeping purposes.

3. How We Use Your Data

We use the personal information we collect to:

• Process your quote requests and bookings
• Deliver the cleaning services you have booked
• Communicate with you about your booking (confirmations, reminders, follow-ups)
• Process payments via Stripe, bank transfer, or record cash payments
• Respond to enquiries, complaints, and support requests
• Investigate and resolve complaints under our complaints procedure
• Improve our website and services based on aggregated, anonymised usage data
• Show you relevant advertisements via Meta (Facebook) retargeting, where you have consented to this
• Send you marketing communications, where you have given explicit consent or where you are an existing client (see Section 5)

4. Legal Bases for Processing

Under the UK General Data Protection Regulation (UK GDPR), we process your personal data on the following legal bases:

• Contract — processing necessary to fulfil a booking or provide a quote you have requested (Article 6(1)(b)).
• Consent — where you have given explicit consent for us to send you marketing communications or to use the Meta Pixel for retargeting (Article 6(1)(a)). You can withdraw consent at any time.
• Legitimate interests — processing necessary for our legitimate business interests, such as improving our services, preventing fraud, and maintaining records of completed jobs (Article 6(1)(f)). We balance these interests against your rights and only process data where the impact on you is minimal.
• Legal obligation — where we are required to retain records for tax, accounting, or regulatory purposes (Article 6(1)(c)).

5. Marketing Communications

We only send marketing communications (such as promotional emails, service updates, or special offers) in two circumstances:

• You have explicitly opted in — for example, by ticking a consent checkbox on one of our forms indicating that you would like to receive marketing emails from us.
• You are an existing client — if we have successfully completed a cleaning job for you, we may send you occasional communications about similar services under the “soft opt-in” rule permitted by the Privacy and Electronic Communications Regulations (PECR). Every such email will include a clear and easy way to unsubscribe.

We use SendGrid (operated by Twilio Inc.) to deliver transactional and marketing emails. SendGrid processes your email address and email interaction data (such as open and click tracking) on our behalf. Twilio’s privacy practices are described in their privacy policy.

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in any email, or by contacting us at info@royal-cleaning.co.uk. Unsubscribing from marketing will not affect transactional emails related to active bookings.

6. Payment Processing

We accept payments via the following methods:

• Stripe — online card payments are processed securely by Stripe, Inc. We do not store, process, or have access to your full card number, expiry date, or CVV. Stripe is PCI DSS Level 1 certified. Stripe’s privacy policy is available at stripe.com/gb/privacy.
• Bank transfer — if you pay by bank transfer, we receive your name and bank reference as part of the transaction. We do not have access to your bank account details.
• Cash — cash payments are recorded in our CRM against your booking for accounting purposes. No additional personal data is collected for cash payments.

In some cases, a combination of payment methods may be used for a single booking. Payment records are retained as required by UK tax and accounting regulations (typically 6 years).

7. Who We Share Your Data With

We do not sell your personal data to third parties. We share data only with the following categories of service providers, who process data on our behalf:

• Stripe — payment processing
• SendGrid (Twilio) — email delivery
• Microsoft Clarity — website analytics (anonymised session data)
• Meta Platforms — advertising retargeting (with your consent)
• Plausible Analytics — website analytics (no personal data collected)

We may also disclose your information where required by law, court order, or regulatory authority, or to protect our legal rights.

8. Cookies

Our website uses a limited number of cookies:

• Essential cookies — required for the website to function (e.g. session management, form submissions). These do not require consent.
• Analytics cookies — set by Microsoft Clarity to help us understand how visitors use our website. These are only loaded with your consent.
• Advertising cookies — set by the Meta (Facebook) Pixel for retargeting purposes. These are only loaded with your consent.

Plausible Analytics does not use cookies.

You can manage your cookie preferences at any time through our cookie consent banner, or by adjusting your browser settings. Disabling non-essential cookies will not affect the core functionality of our website.

9. How Long We Keep Your Data

• Quote requests (non-clients) — if you request a quote but do not proceed to a booking and have not opted in to marketing, your data is deleted from our CRM within 90 days.
• Completed bookings — booking records, payment records, and associated client data are retained for 6 years in accordance with UK tax and accounting requirements (HMRC).
• Marketing contacts — if you have opted in to marketing communications, your data is retained until you unsubscribe. Upon unsubscription, your marketing preferences are updated immediately and your data is removed from our marketing lists within 30 days.
• Complaints — complaint records are retained for 3 years from the date of resolution, or longer if there is an ongoing dispute.
• Job applications — applicant data is retained for 6 months following the conclusion of the recruitment process, unless we have your consent to retain it for longer.

10. Your Rights

Under the UK GDPR, you have the following rights regarding your personal data:

• Right of access — you can request a copy of the personal data we hold about you.
• Right to rectification — you can ask us to correct any inaccurate or incomplete data.
• Right to erasure — you can ask us to delete your data, subject to our legal retention obligations.
• Right to restrict processing — you can ask us to limit how we use your data in certain circumstances.
• Right to data portability — you can request your data in a structured, commonly used, machine-readable format.
• Right to object — you can object to processing based on legitimate interests, including direct marketing.
• Right to withdraw consent — where processing is based on your consent, you can withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

To exercise any of these rights, please contact us at info@royal-cleaning.co.uk. We will respond within one calendar month, as required by law.

If you are not satisfied with how we handle your request, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

• Website: ico.org.uk
• Phone: 0303 123 1113

11. Data Security

We take appropriate technical and organisational measures to protect your personal data, including:

• HTTPS encryption across our entire website
• Secure, access-controlled CRM and database systems
• PCI DSS compliant payment processing via Stripe
• Regular access reviews for staff and systems
• DBS background checks for all team members who handle client property and information

No method of data transmission or storage is 100% secure. While we strive to protect your personal data, we cannot guarantee its absolute security.

12. International Data Transfers

Some of our service providers (Stripe, SendGrid/Twilio, Meta Platforms) are based in the United States. Where personal data is transferred outside the UK, we ensure that appropriate safeguards are in place, including the use of Standard Contractual Clauses (SCCs) approved by the UK Information Commissioner, or reliance on adequacy decisions where applicable.

13. Children’s Privacy

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal data from children. If we become aware that we have collected data from a child, we will take steps to delete it promptly.

14. Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will update the “last updated” date at the top of this page. We encourage you to review this policy periodically.

15. Contact Us

If you have any questions, concerns, or requests regarding this privacy policy or how we handle your personal data, please contact us:

• Email: info@royal-cleaning.co.uk
• Phone: 020 8050 6696
• Post: DMK Services (UK) Ltd, 127 Fishguard Way, E16 2RU

For data protection enquiries, please include “Data Protection” in your email subject line to ensure your request is routed to the appropriate person.