Privacy Policy
Last Updated: 6 August 2026
OLIVE & OAK CLEANING — PRIVACY POLICY
1. INTRODUCTION
1.1 This Privacy Policy explains how Olive & Oak Cleaning (“we”, “us”, “our”) collects, uses, stores, and protects your personal information when you use our services, visit our website at https://oliveandoakcleaning.co.uk, or communicate with us in any way.
1.2 We are committed to handling your personal information responsibly, transparently, and in accordance with applicable data protection law, including the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018.
1.3 Please read this policy carefully. By engaging our services, submitting a booking enquiry, or using our website, you acknowledge that you have read and understood this Privacy Policy.
1.4 We will update this policy from time to time. The most current version will always be available on our website. Where changes are material, we will take reasonable steps to bring them to your attention.
2. WHO WE ARE
2.1 The data controller for the purposes of this Privacy Policy is:
Olive & Oak Cleaning
27 Old Gloucester Street
United Kingdom
Email: hello@oliveandoakcleaning.co.uk
Website: https://oliveandoakcleaning.co.uk
2.2 As data controller, we are responsible for deciding how and why your personal information is processed. If you have any questions about this Privacy Policy or how we handle your data, please contact us using the details above.
2.3 ICO Registration: Organisations that process personal data in the United Kingdom are required to register with the Information Commissioner’s Office (“ICO”) unless an exemption applies. We take our obligations regarding ICO registration seriously and comply with all applicable registration requirements under the Data Protection Act 2018. If you wish to verify our registration status, you can search the ICO’s public register at https://ico.org.uk/ESDWebPages/Search.
3. WHAT PERSONAL INFORMATION WE COLLECT
3.1 We collect and process the following categories of personal information about you:
3.1.1 Identity Information: Your full name.
3.1.2 Contact Information: Your email address, phone number, and home or property address.
3.1.3 Booking and Service Information: Your booking history, service preferences, cleaning frequency, any special instructions relevant to your property or cleaning requirements, and communications between us relating to your bookings.
3.1.4 Payment Information: Where you pay by card, your payment details are collected and processed directly by our third-party payment processor, Stripe, Inc. We do not store your full payment card details on our own systems. We may retain a record of transactions, including amounts, dates, and the last four digits of a card number as may be provided to us by our payment processor for reference purposes.
3.1.5 Property Access Information: Where you have provided us with details necessary to access your property in order to carry out a cleaning service, this may include key safe codes, alarm codes, entry codes, or similar information. The collection and processing of this information is described in detail in Section 7 below.
3.1.6 Photographic Information: Where you have given your explicit consent, we may take before and after photographs of your property for quality assurance, dispute resolution, or marketing purposes. The specific use will be made clear to you at the time consent is sought.
3.1.7 Technical and Usage Information: When you visit our website, we may collect technical data including your IP address, browser type and version, device type, operating system, referring URLs, pages viewed, time spent on pages, and other standard analytics data through the use of cookies and similar tracking technologies. Please see our Cookies Policy in Section 10 below.
3.2 We do not knowingly collect or process special category personal data (such as health information, racial or ethnic origin, religious beliefs, or similar) unless you choose to share it with us voluntarily, for example, if you inform us of an allergy relevant to the cleaning products we use. Where this occurs, we will only process such information to the extent necessary to deliver your service safely and with your explicit consent.
3.3 We do not collect personal information relating to children. Our services are directed at adults who are responsible for their property. If you are under the age of 18, please do not submit personal information to us without the consent of a parent or guardian.
4. HOW WE COLLECT YOUR PERSONAL INFORMATION
4.1 We collect personal information through the following means:
4.1.1 Online Booking Form: When you submit an enquiry or book a service through our website, you provide us with your name, contact details, address, and any relevant service requirements.
4.1.2 Telephone Calls: When you call us or we call you to discuss a booking, enquiry, or service matter, information shared during that conversation may be recorded or noted by us.
4.1.3 Email Correspondence: When you email us, we receive the information contained in your messages, including any attachments.
4.1.4 In Person: When we carry out a service at your property, we may observe or receive information directly from you in person, including access information, special instructions, or feedback.
4.1.5 Website Cookies and Analytics: Our website uses cookies and similar technologies that automatically collect certain technical data when you visit. Please see Section 10 for further details.
4.1.6 Messaging Platforms: We may communicate with you via email, telephone, SMS, and WhatsApp. Where you initiate contact or consent to communication via WhatsApp, messages exchanged may contain personal information that we process for the purposes set out in this policy.
5. HOW WE USE YOUR PERSONAL INFORMATION AND OUR LEGAL BASIS FOR DOING SO
5.1 Under the UK GDPR, we are required to have a lawful basis for processing your personal information. The table below sets out the purposes for which we process your information and the lawful basis we rely upon in each case.
5.2 Service Delivery and Booking Management
Purpose: To receive, manage, confirm, and fulfil your cleaning bookings; to schedule our staff and contractors; to communicate with you about your appointments; to send booking confirmations and reminders; and to deal with any issues arising before, during, or after a service.
Lawful Basis: Performance of a contract (Article 6(1)(b) UK GDPR). Processing this information is necessary to perform the contract we have entered into with you, or to take steps at your request prior to entering into that contract.
5.3 Processing Payments
Purpose: To take payment for services provided, to issue invoices or receipts, and to manage any refunds or billing queries.
Lawful Basis: Performance of a contract (Article 6(1)(b) UK GDPR). Processing payment information is necessary to fulfil your booking and complete the contractual arrangement between us.
5.4 Processing and Storing Property Access Information
Purpose: To enable our staff and authorised contractors to access your property at the agreed time in order to carry out your cleaning service. This includes storing key safe codes, alarm codes, or entry codes provided by you.
Lawful Basis: Performance of a contract (Article 6(1)(b) UK GDPR) — this information is essential to carrying out the service you have requested. We also rely on our legitimate interests (Article 6(1)(f) UK GDPR) in operating an efficient and reliable service. Please see Section 7 for a full explanation of how we handle this data and the security measures in place.
5.5 Customer Communications
Purpose: To respond to your enquiries, provide service updates, handle complaints, and communicate with you in connection with any matter relating to our services, whether by telephone, email, SMS, or WhatsApp.
Lawful Basis: Performance of a contract (Article 6(1)(b) UK GDPR) for communications directly related to your bookings; legitimate interests (Article 6(1)(f) UK GDPR) for other service-related communications where we have a genuine business reason to contact you.
5.6 Legal and Regulatory Compliance
Purpose: To comply with our legal obligations, including maintaining adequate financial records, responding to lawful requests from authorities, and dealing with legal claims.
Lawful Basis: Legal obligation (Article 6(1)(c) UK GDPR) and, where relevant, legitimate interests (Article 6(1)(f) UK GDPR) in establishing, exercising, or defending legal claims.
5.7 Quality Assurance and Dispute Resolution
Purpose: To maintain the quality of our services; to resolve any complaints or disputes that may arise; and, where you have consented, to use before and after photographs to evidence the standard of work completed.
Lawful Basis: Legitimate interests (Article 6(1)(f) UK GDPR) in maintaining a high-quality service and protecting our business in the event of a dispute. Where photographs are involved, we also rely on your explicit consent (Article 6(1)(a) UK GDPR).
5.8 Marketing and Promotional Communications
Purpose: To send you promotional communications about our services, seasonal offers, or updates that may be of interest to you.
Lawful Basis: Consent (Article 6(1)(a) UK GDPR). We will only contact you for marketing purposes where you have specifically opted in to receive such communications. You may withdraw your consent at any time. Please see Section 8 for further details.
5.9 Website Analytics and Advertising
Purpose: To understand how visitors use our website, to measure the effectiveness of our advertising campaigns, and to improve our website and online marketing.
Lawful Basis: Consent (Article 6(1)(a) UK GDPR) where required by applicable cookie law, specifically where you have accepted non-essential cookies through our cookie consent banner. Please see Section 10 for further details.
5.10 Legitimate Interests Assessment
Where we rely on legitimate interests as our lawful basis, we have carried out a balancing test to ensure that our interests do not override your rights and freedoms. You have the right to object to processing based on legitimate interests. Please see Section 12 for details of how to exercise your rights.
6. WHO WE SHARE YOUR PERSONAL INFORMATION WITH
6.1 We do not sell your personal information to third parties for marketing or any other purposes.
6.2 We may share your personal information with the following categories of recipients, strictly to the extent necessary to deliver our services or meet our legal obligations:
6.2.1 Authorised Personnel: Our employees and authorised self-employed contractors who carry out cleaning services on our behalf. These individuals are vetted before engagement and are required to handle your personal information confidentially and only for the purpose of delivering your booked service.
6.2.2 Payment Processors: We use Stripe to process payments. When you pay by card, your payment details are submitted directly to Stripe. Stripe operates under its own privacy policy, which you can review at https://stripe.com/gb/privacy. Stripe acts as a data processor on our behalf for transaction processing purposes and is bound by appropriate data processing terms.
6.2.3 Analytics and Advertising Providers: We use the following third-party tools on our website, subject to your cookie consent preferences:
Google Analytics, provided by Google LLC, to analyse website traffic and user behaviour. For further information, please see Google’s Privacy Policy at https://policies.google.com/privacy.
Google Ads and Google Tag Manager, also provided by Google LLC, to manage and measure the performance of our online advertising. For further information, please see https://policies.google.com/privacy.
Facebook Pixel, provided by Meta Platforms, Inc., to measure conversions from Facebook advertisements and to enable us to reach audiences on Facebook and Instagram. For further information, please see Meta’s Privacy Policy at https://www.facebook.com/privacy/policy/.
6.2.4 Professional Advisers: Solicitors, accountants, or insurers where necessary for the running of our business, legal compliance, or the defence or pursuit of legal claims. These parties are bound by confidentiality obligations.
6.2.5 Law Enforcement and Regulatory Authorities: Where we are required to do so by law, or where we believe it is necessary to comply with a legal obligation, protect the safety of our clients or staff, or protect our legal rights.
6.3 We require all third parties who process personal information on our behalf to comply with applicable data protection law and to implement appropriate security measures.
7. PROPERTY ACCESS INFORMATION — SPECIAL NOTICE
7.1 In order to carry out your cleaning service, particularly in cases where we attend your property without you being present, you may provide us with sensitive access information. This can include key safe codes, door entry codes, alarm codes or deactivation instructions, and similar details.
7.2 We recognise that this information is particularly sensitive in nature. Unauthorised disclosure or misuse of property access information could cause you significant harm. We therefore take additional care in handling it.
7.3 Lawful Basis: We process this information on the lawful basis of performance of a contract (Article 6(1)(b) UK GDPR), as it is necessary to provide the cleaning service you have booked, and on the basis of our legitimate interests (Article 6(1)(f) UK GDPR) in operating a reliable and safe service.
7.4 Access Restrictions: Property access information is only made available to the specific member of staff or contractor who is assigned to your booking. It is not disclosed more widely than is strictly necessary.
7.5 Security Measures: Property access information is stored in our secure, access-controlled systems. We apply technical and organisational security measures appropriate to the sensitivity of this data. Access is restricted to authorised personnel only, and we maintain logs of access to sensitive records where technically feasible.
7.6 Retention: Access codes and similar property information are retained only for as long as you remain a client and for a reasonable period thereafter in accordance with our general retention periods set out in Section 9. Where you inform us that access codes have changed or that you no longer wish us to hold them, we will delete them promptly.
7.7 Disposal: When access information is no longer required, it is securely deleted from our systems.
7.8 If you have any concerns about how we store or handle your property access information, please contact us immediately at hello@oliveandoakcleaning.co.uk.
8. MARKETING COMMUNICATIONS
8.1 We will only send you marketing communications where you have given us your explicit consent to do so. We operate a strict opt-in policy for all marketing.
8.2 You may opt in to receive marketing communications from us via our website booking form, by email, or verbally where a record of your consent is made.
8.3 You may withdraw your consent to receive marketing communications at any time by:
- Clicking the unsubscribe link in any marketing email we send you;
- Contacting us directly at hello@oliveandoakcleaning.co.uk; or
- Calling or texting us on the contact number provided on our website.
8.4 Withdrawing your consent to marketing will not affect our ability to send you service-related communications that are necessary in connection with your bookings, such as appointment confirmations, reminders, or responses to your enquiries.
8.5 We do not share your personal information with third parties for their own marketing purposes.
9. HOW LONG WE KEEP YOUR PERSONAL INFORMATION
9.1 We will retain your personal information for no longer than is necessary for the purposes for which it was collected, in line with this Privacy Policy and applicable data protection law.
9.2 As a general principle, we retain personal information relating to customers for a period of two years after the date of your last service with us. This retention period allows us to manage any outstanding queries, deal with potential disputes, comply with financial record-keeping obligations, and maintain continuity of service should you return as a customer.
9.3 Financial and transactional records may be retained for a longer period where required by law, for example to comply with HM Revenue and Customs requirements, which currently require retention of financial records for at least six years.
9.4 Where you have provided consent for a specific purpose (such as marketing communications or use of photographs), we will retain that information until you withdraw your consent, and for a reasonable period afterwards to evidence compliance.
9.5 Property access information, such as key safe codes or alarm codes, will be deleted promptly when you request this, when your access details change, or in any event at the end of our general retention period.
9.6 Website analytics data collected through cookies is subject to the retention settings of the relevant third-party providers. Please refer to the privacy policies of Google and Meta referenced in Section 6.2.3 above for information on how they retain data.
9.7 At the end of the applicable retention period, your personal information will be securely deleted or anonymised.
10. COOKIES POLICY
10.1 Our website at https://oliveandoakcleaning.co.uk uses cookies and similar tracking technologies. This section explains what cookies are, what cookies we use, and how you can manage your preferences.
10.2 What Are Cookies: Cookies are small text files placed on your device by a website you visit. They are widely used to make websites function correctly, efficiently, and to provide information to the website owner. Some cookies are essential to the operation of a website, while others are optional and used for analytics or advertising purposes.
10.3 Cookie Consent: When you visit our website, you will be presented with a cookie consent banner. Only essential cookies will be set without your consent. All non-essential cookies, including those used for analytics and advertising, will only be activated if you choose to accept them through our consent banner. You may withdraw or change your consent preferences at any time.
10.4 Categories of Cookies We Use:
10.4.1 Essential Cookies: These cookies are strictly necessary for our website to function and cannot be switched off in our systems. They are typically set in response to actions you take, such as completing a booking form or setting your privacy preferences. Without these cookies, the website cannot operate properly. These cookies do not require your consent.
10.4.2 Analytics Cookies: With your consent, we use Google Analytics to collect information about how visitors use our website, including which pages are visited most often and whether any error messages are encountered. This helps us improve our website and understand our audience. The data collected is aggregated and does not directly identify you.
10.4.3 Marketing and Advertising Cookies: With your consent, we use Google Ads, Google Tag Manager, and Facebook Pixel to measure the effectiveness of our advertising campaigns and to show relevant advertisements on third-party platforms including Google and Facebook or Instagram. These cookies may track your activity across different websites.
10.5 Managing Your Cookie Preferences: You can manage your cookie preferences in the following ways:
10.5.1 Through our cookie consent banner on our website.
10.5.2 By adjusting your browser settings to refuse or delete cookies. Please note that if you disable essential cookies, parts of our website may not function correctly. Information on managing cookies in common browsers can be found at:
- Google Chrome: https://support.google.com/chrome/answer/95647
- Mozilla Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
- Safari: https://support.apple.com/en-gb/guide/safari/sfri11471/mac
- Microsoft Edge: https://support.microsoft.com/en-us/microsoft-edge/delete-cookies-in-microsoft-edge-63947406
10.5.3 For information about opting out of Google Analytics across websites, please visit https://tools.google.com/dlpage/gaoptout.
10.5.4 For information about managing your preferences with Meta (Facebook), please visit https://www.facebook.com/privacy/policy/.
10.6 Third-Party Cookies: Some cookies are set by third-party services that appear on our pages, including Google and Meta. We do not control these cookies and recommend reviewing the relevant privacy and cookie policies of those providers directly.
11. INTERNATIONAL DATA TRANSFERS
11.1 Your personal information may be stored on cloud-based servers that are located outside the United Kingdom. Some of the third-party providers we use, including Stripe, Google, and Meta, may process your data in countries outside the United Kingdom, including the United States of America.
11.2 The United Kingdom government has made adequacy regulations in respect of certain countries, meaning transfers to those countries are considered to provide an adequate level of data protection. Where no adequacy decision applies, we take steps to ensure that appropriate safeguards are in place before transferring your personal information internationally, in compliance with UK GDPR requirements.
11.3 Appropriate safeguards may include the use of the International Data Transfer Agreement (“IDTA”) approved by the ICO, the UK Addendum to the European Commission’s Standard Contractual Clauses, or other safeguards recognised under UK data protection law.
11.4 The third-party providers referenced in this policy who operate internationally are required to provide appropriate safeguards for personal data transferred outside the UK. You can find more information about the safeguards they apply in their respective privacy policies, the links to which are provided in Section 6.2.3 above.
11.5 If you would like more information about the safeguards we or our processors rely on for international transfers, please contact us at hello@oliveandoakcleaning.co.uk.
12. YOUR RIGHTS UNDER UK DATA PROTECTION LAW
12.1 Under the UK GDPR and the Data Protection Act 2018, you have a number of rights in relation to your personal information. These rights are summarised below. Some rights are absolute, while others may be subject to exemptions or conditions depending on the circumstances and the lawful basis on which we process your data.
12.2 Right of Access: You have the right to request a copy of the personal information we hold about you, along with information about how and why we process it. This is sometimes called a Subject Access Request or “SAR”.
12.3 Right to Rectification: You have the right to request that we correct any personal information we hold about you that is inaccurate or incomplete.
12.4 Right to Erasure: You have the right to request that we delete your personal information in certain circumstances, for example where the data is no longer necessary for the purpose for which it was collected, or where you have withdrawn your consent and there is no other lawful basis for processing.
12.5 Right to Restriction of Processing: You have the right to request that we restrict the processing of your personal information in certain circumstances, for example where you contest the accuracy of the data or where processing is unlawful but you do not want us to erase it.
12.6 Right to Data Portability: Where we process your personal information by automated means on the basis of your consent or a contract, you have the right to receive a copy of that data in a structured, commonly used, and machine-readable format, and to request that we transmit it directly to another controller where technically feasible.
12.7 Right to Object: You have the right to object to processing of your personal information where we rely on legitimate interests as our lawful basis. We will consider your objection and cease processing unless we can demonstrate compelling legitimate grounds that override your interests, or where processing is necessary for the establishment, exercise, or defence of legal claims.
You also have an absolute right to object to your personal information being processed for direct marketing purposes. Where you exercise this right, we will stop processing your data for that purpose immediately.
12.8 Rights Related to Automated Decision-Making: You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal or similarly significant effects on you. We do not currently carry out any automated decision-making of this nature.
12.9 Right to Withdraw Consent: Where we rely on your consent as the lawful basis for processing, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of any processing carried out before the withdrawal.
12.10 How to Exercise Your Rights: To exercise any of the rights listed above, please contact us:
By email: hello@oliveandoakcleaning.co.uk
By post: Olive & Oak Cleaning, 27 Old Gloucester Street, United Kingdom
We will respond to your request within 30 days of receipt. We will not charge a fee for handling your request, unless the request is manifestly unfounded or excessive, in which case we may charge a reasonable fee or refuse to comply, and we will explain our reasons to you. We may need to verify your identity before fulfilling your request.
12.11 Right to Complain: If you are unhappy with how we have handled your personal information, we encourage you to contact us in the first instance so that we can try to resolve your concern. However, you also have the right to make a complaint at any time to the Information Commissioner’s Office, which is the supervisory authority for data protection matters in the United Kingdom. Details of how to contact the ICO are provided in Section 14 below.
13. SECURITY OF YOUR PERSONAL INFORMATION
13.1 We take the security of your personal information seriously and take appropriate technical and organisational measures to protect it against accidental loss, unauthorised access, disclosure, alteration, or destruction.
13.2 These measures include, but are not limited to:
- Restricting access to personal information to authorised personnel only, on a need-to-know basis;
- Applying access controls and passwords to our systems;
- Storing information on secure, access-controlled cloud-based systems;
- Vetting staff and self-employed contractors before granting access to client data;
- Applying additional controls to particularly sensitive information, including property access data as described in Section 7;
- Regularly reviewing our security practices to ensure they remain appropriate.
13.3 While we take all reasonable steps to protect your personal information, no method of transmission or storage is completely secure. In the unlikely event of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify you and the ICO in accordance with our obligations under the UK GDPR.
14. SUPERVISORY AUTHORITY AND HOW TO MAKE A COMPLAINT
14.1 The supervisory authority for data protection in the United Kingdom is the Information Commissioner’s Office (“ICO”).
14.2 If you have concerns about how we are processing your personal information that we have been unable to resolve to your satisfaction, you have the right to make a complaint to the ICO.
14.3 Contact details for the ICO are as follows:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: https://ico.org.uk
Online complaint form: https://ico.org.uk/make-a-complaint/
14.4 We would welcome the opportunity to address any concerns you have directly before you approach the ICO. Please do not hesitate to contact us in the first instance at hello@oliveandoakcleaning.co.uk.
15. LINKS TO OTHER WEBSITES
15.1 Our website may from time to time contain links to third-party websites. This Privacy Policy applies only to our website and our services. We are not responsible for the privacy practices or content of third-party websites and recommend that you read the privacy policy of any website you visit.
16. HOW TO CONTACT US
16.1 If you have any questions, concerns, or requests regarding this Privacy Policy or the way we handle your personal information, please contact us using the details below:
Olive & Oak Cleaning
27 Old Gloucester Street
United Kingdom
Email: hello@oliveandoakcleaning.co.uk
Website: https://oliveandoakcleaning.co.uk
16.2 We will aim to respond to all enquiries and requests promptly, and no later than 30 days from the date of receipt.
17. CHANGES TO THIS PRIVACY POLICY
17.1 We review this Privacy Policy regularly to ensure it remains accurate, up to date, and compliant with applicable data protection law.
17.2 Any changes we make will be posted on this page with an updated “Last Updated” date at the top of the document. Where changes are significant, we may notify you by email or by a prominent notice on our website.
17.3 We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.
Last Updated: 1 July 2025
END OF PRIVACY POLICY — OLIVE & OAK CLEANING