1. Important information and who we are
Privacy policy
This privacy policy gives you information about how New Order Clean Ltd collects and uses your personal data, including any data you may provide when you become a cleaner with us, become a client of ours, send us a WhatsApp message, register via our website, sign up to our newsletter, purchase a product or service, or take part in a competition.
Controller
New Order Clean Ltd is the controller and responsible for your personal data (collectively referred to as “New Order Clean”, “we”, “us” or “our” in this privacy policy).
If you have any questions about this privacy policy, including any requests to exercise your legal rights (section 9), please contact us using the information set out in the contact details section (section 10).
2. The types of personal data we collect about you
Personal data means any information about an individual from which that person can be identified.
We may collect, use, store and transfer different kinds of personal data about you, which we have grouped together as follows:
- Identity Data includes first name, last name, any previous names, username or similar identifier, marital status, title, date of birth and gender.
- Contact Data includes billing address, residential address, email address and telephone numbers.
- Financial Data includes bank account details.
- Transaction Data includes details about payments to and from you.
3. How is your personal data collected?
We use different methods to collect data from and about you, including through:
Your interactions with us. You may give us your personal data by applying to become a cleaner, filling in online forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
- Communicate with us via WhatsApp;
- Send us your invoice;
- Apply to become a cleaner;
- Create an account on our website;
- Become a client of ours;
- Subscribe to our service;
- Request marketing to be sent to you; or
- Give us feedback or contact us.
4. How we use your personal data
Legal basis
The law requires us to have a legal basis for collecting and using your personal data. We rely on one or more of the following legal bases:
- Performance of a contract with you: where we need to perform the contract we are about to enter into or have entered into with you.
- Legitimate interests: we may use your personal data where it is necessary to conduct our business and pursue our legitimate interests, for example to prevent fraud and enable us to give you the best and most secure customer experience. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you, unless we have your consent or are otherwise required or permitted to by law.
- Legal obligation: we may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. We will identify the relevant legal obligation when we rely on this legal basis.
- Consent: we rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose, for example if you subscribe to an email newsletter.
Purposes for which we will use your personal data
We have set out below a description of the ways we plan to use the various categories of your personal data and which legal bases we rely on to do so. We have also identified our legitimate interests where appropriate.
| Purpose / use | Type of data | Legal basis |
|---|---|---|
| To register you as a new cleaner or client | Identity Contact | Performance of a contract with you |
| To process and deliver services to you, including managing payments, fees and charges and collecting and recovering money owed to us | Identity Contact Financial Transaction Marketing and Communications | Performance of a contract with you Necessary for our legitimate interests (to recover debts due to us) |
Direct marketing
If you are a customer or potential customer, you will receive marketing communications from us if you have requested information from us or purchased goods or services from us and you have not opted out of receiving marketing. We may also analyse your Identity, Contact, Usage and Profile Data to form a view of which products, services and offers may be of interest to you so that we can send you relevant marketing communications.
Opting out of marketing
You can ask us to stop sending you marketing communications at any time by contacting us. If you opt out of receiving marketing communications, you will still receive service-related communications that are essential for administrative or customer service purposes.
5. Disclosures of your personal data
We do not share your personal data unless necessary for the purposes set out in the table under “Purposes for which we will use your personal data” above.
We may also share your personal data with third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law.
We do not allow our third-party service providers to use your personal data for their own purposes. We only permit them to process it for specified purposes and in accordance with our instructions.
6. International transfers
We do not usually transfer your personal data outside the UK.
7. Data security
We have put in place appropriate security measures to protect your personal data from accidental loss, unauthorised use or access, alteration or disclosure.
We limit access to your personal data to employees, agents, contractors and other third parties who have a business need to know. They process personal data only on our instructions and are subject to a duty of confidentiality.
We have procedures to deal with any suspected personal data breach and will notify you and any applicable regulator where we are legally required to do so.
8. Data retention
How long will you use my personal data for?
We retain your personal data only for as long as reasonably necessary to fulfil the purposes for which we collected it, including legal, regulatory, tax, accounting or reporting requirements.
We may retain your personal data for longer in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect of our relationship with you.
To determine the appropriate retention period, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, whether those purposes can be achieved by other means, and applicable legal requirements.
By law, we keep basic customer records for six years after the customer relationship ends. These include Contact, Identity, Financial and Transaction Data.
In some circumstances, you can ask us to delete your data. See section 9 for further information.
9. Your legal rights
You have a number of rights under data protection laws in relation to your personal data.
You have the right to:
- Request access to your personal data and receive a copy of the data we hold about you so you can check that we are processing it lawfully.
- Request correction of incomplete or inaccurate personal data, although we may need to verify the accuracy of the new data you provide.
- Request erasure of your personal data in certain circumstances, including where there is no good reason for us to continue processing it, you have successfully objected to processing, the data has been processed unlawfully, or erasure is required by law. We may not always be able to comply for specific legal reasons, which we will explain when applicable.
- Object to processing where we rely on legitimate interests as the legal basis, including profiling based on those interests. In some cases, we may demonstrate compelling legitimate grounds that override your objection.
- Object to direct marketing at any time.
- Request the transfer of applicable personal data to you or a third party in a structured, commonly used, machine-readable format.
- Withdraw consent at any time where we rely on consent. This does not affect the lawfulness of processing carried out before consent was withdrawn, and it may affect our ability to provide certain products or services.
- Request restriction of processing where you want us to establish the data’s accuracy, our use is unlawful but you do not want erasure, you need us to retain the data for a legal claim, or you have objected while we verify whether we have overriding legitimate grounds.
If you wish to exercise any of the rights set out above, please contact us.
No fee usually required
You will not usually have to pay a fee to access your personal data or exercise your other rights. We may charge a reasonable fee, or refuse to comply, if a request is clearly unfounded, repetitive or excessive.
What we may need from you
We may request specific information to confirm your identity and ensure that personal data is not disclosed to anyone who has no right to receive it. We may also ask for further information to help us respond more quickly.
Time limit to respond
We try to respond to all legitimate requests within one month. If a request is particularly complex, or you have made several requests, it may take longer. We will notify you and keep you updated.
10. Contact details
If you have any questions about this privacy policy, the use of your personal data, or you want to exercise your privacy rights, please contact us:
- Email: zoriana@neworderclean.co.uk
- Postal address: Office 2, Bennet’s House, 21 Leyton Road, Harpenden, AL5 2HU
11. Complaints
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues. We would appreciate the chance to deal with your concerns before you approach the ICO, so please contact us first.
12. Changes to the privacy policy and your duty to inform us of changes
We keep our privacy policy under regular review. This version was last updated on 6 March 2025. Historic versions can be obtained by contacting us.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example if you have a new address or email address.