Privacy notice

Effective date: 7 October 2026

Who is responsible for your information?

Joshua Pokoo-Powell, trading as The Neat Standard, is the controller of the customer information described in this notice.

Email: theneatstandardcleaning@gmail.com
Phone: +44 7950 397 281

Information we collect

We collect information you give us when enquiring or booking: your name, contact details, postcode, service address, property details, services and add-ons, preferred dates, relevant condition information and communications. For confirmed bookings, we may also need access arrangements and records of the work, quote, invoice and payment status.

Where reasonably necessary, we may take photographs to record condition, completion or a complaint. We aim to avoid people, private documents and unrelated personal items. Please do not put card details, alarm codes or sensitive personal information into the website enquiry form. Agree any necessary access information directly with us.

Why we use information

• Enquiries, quotes, bookings and payment: to take steps you request before a contract and to perform our contract with you.
• Safe access, quality checks, complaints and claims: our legitimate interests in providing a safe, reliable service and protecting customers, property and our business. We consider your rights when using this basis.
• Accounting and legally required records: to meet our legal obligations.
• Identifiable photographs used in marketing: only with your separate consent, which you can withdraw for future use.

We do not treat a cleaning enquiry as permission to send marketing. Booking communications are service messages. We do not make solely automated decisions with legal or similarly significant effects about you.

How the website enquiry works

The current form prepares a message in WhatsApp or your email application. You must send that message there to deliver the enquiry. The form does not create a booking or save your enquiry in a website customer database. WhatsApp or your email provider handles the message under its own privacy arrangements.

Payments through Stripe

After you accept your quote and we agree availability, we send a customer-specific Stripe invoice payment link. Stripe processes payment information on its secure payment page. We receive invoice details, payment status and limited transaction information; we do not receive your full card number or card security code. Stripe processes information under its own arrangements where applicable. See Stripe’s privacy policy.

Providers and other recipients

Our current services include Stripe for payments, Google Gmail for email, WhatsApp (Meta) for messages, and OpenAI Sites with Cloudflare infrastructure for website hosting. The website also loads fonts from Google Fonts; this involves a request from your browser to Google, which can include your IP address and browser information.

Hosting and communication providers may process technical information such as IP addresses, browser details and security logs. Their own privacy notices describe processing they carry out for their own purposes.

We may share the minimum necessary information with anyone assigned to your clean, and with insurers, accountants, professional advisers or authorities where needed for the service, a claim or a legal obligation. We do not sell your information.

International processing

Some providers may process information outside the UK. Where we arrange a restricted transfer, we must use a permitted mechanism, such as UK adequacy regulations or appropriate contractual safeguards. Contact us for information about the arrangements relevant to your data. Providers may also describe international processing in their own notices.

How long we keep information

• Enquiries that do not become bookings: normally up to six months after our last contact.
• Invoices, payment records and necessary supporting booking records: normally six years after the end of the relevant tax year. We avoid retaining unrelated access information or photographs with these records.
• Keys and access instructions: only while needed for an agreed booking or recurring service. We return keys and delete instructions when the arrangement ends, unless you agree a further booking requiring them.
• Routine condition and completion photographs: normally up to 90 days after the clean.
• Complaints, damage reports and disputes: for as long as needed to investigate and resolve the matter, meet insurance requirements or establish, exercise or defend a legal claim. We review continued retention and delete information when it is no longer needed.

A legal obligation or active claim may require longer retention. We keep only information needed for that purpose. Independent providers may have their own retention periods.

Your rights and choices

Depending on the circumstances, you can request access, correction, erasure, restriction of processing or a portable copy of information. You can object to processing based on legitimate interests and withdraw consent where we rely on it. Withdrawal does not affect processing carried out before it. Some rights are limited where we must retain information by law or for a legal claim.

Contact us using the details above. We may need to verify your identity and will normally respond within one month, subject to lawful extensions. You can also complain to the Information Commissioner’s Office.

Security, cookies and changes

We restrict access to customer information and use reasonable security measures. The current website has no customer accounts, advertising pixels or analytics tools added by us. External services such as Stripe and WhatsApp operate under their own cookie and privacy arrangements. We will update this notice if the website or our processing changes.