Privacy Policy

We have made revisions to this Privacy Policy, effective 29th February 2024. 

By continuing to use our services after 29th February 2024, you agree to the new Privacy Policy.

Effective Date: 29th February 2024. 

At Penny’s Cleaning Ltd, we value your privacy and take it seriously. This privacy policy is designed to explain how we collect, use, share, and protect your personal information. If you don’t want us to handle your personal information in this way, please avoid using the Penny’s Cleaning Ltd website. Personal information refers to data that identifies you as an individual, such as your name, email address, and phone number.

The Privacy Policy explains:

– What kind of information do we collect?

– How do we use the information that we collect?

– How and why we may share your information.

– How we ensure the protection of your information.

– Your options when it comes to our collection and use of your information.

– How to get in touch with us if you have any questions.

This privacy policy only applies to information we collect through our website (a) pennyscleaning.co.uk and (b) through our third-party applications including the mobile application for clients and the mobile application for our employees. 

• Information we collect:

• personal information that you provide to us.

• We collect personal information that you share with us through the Penny’s Cleaning website.
• Contact information and identifiers such as your name, address, telephone number and email address.
• Information about your home, such as the number of bedrooms, and bathrooms, and instructions for servicing your home.
• Billing information, such as credit or debit card number, expiration date & security code.
• Ratings and reviews of our employees who service your home.

If you are participating on the Penny’s Cleaning website or L27 teams app as a cleaner, or contact Penny’s, you may give us:

• Contact information and identifiers such as your name, email address, home address and phone number.

• Application information, if you are requesting to work as a professional cleaner through Penny’s Cleaning, such as experience, skills, eligibility to work, and availability.
• Photograph to use on your profile.

If you are applying for employment with Penny’s Cleaning through our website, you may give us: 

• Contact information and identifiers, such as your name, email address, home address, and phone number. 
• CV and Cover Letter. 

Payment information:

While you can conveniently use your credit or debit card to pay for services with Penny’s Cleaning, rest assured that Penny’s Cleaning doesn’t directly gather this sensitive information. Instead, when you provide your payment details, they’re sent directly to Stripe, a trusted third-party payment processor. Stripe ensures the security of your transaction using standard Transport Layer Security (TLS) encryption technology over the internet. Once your payment is processed, Stripe notifies Penny’s Cleaning, but your payment card details are never shared with them.

• Information we collect through technology

We collect information through technology to be able to enhance our overall service. When you access our website, or contact Penny’s, we or our third-party service providers collect information about you or how you interact with the Penny’s Cleaning website. 

When you visit the Penny’s Cleaning website, we collect your Internet Protocol (IP) address. An IP address is often linked to the gateway you use to access the Internet, such as your Internet service provider (ISP), organisation, association, or educational institution. While an IP address may reveal your ISP or general geographic location, it does not on its own allow us to identify you. However, we may associate the last IP address you used to access Penny’s platform with the Personal Information you provided us. In regions where IP addresses and similar data are considered Personal Information under local laws, we treat them as such.

We may also gather a unique identifier for the device you used to access Penny’s website (“Device Identifier”). This identifier is a number automatically assigned to the device you used to connect to the Penny’s Cleaning website. We may link the Device Identifier to other information about your visit, such as the specific pages you viewed, and to Personal Information you provide us, such as your name. Additionally, we may collect information about how you interact with Penny’s Cleaning’s website through partnerships with advertising associates and tools for data enrichment.

We use cookies. Please visit our cookies policy.

(c) Information collected by mobile applications:

• When you use the “app”, the app may collect and store some or all of the information from your mobile device (Mobile Device Information), including but not limited to:

• Personal information:

• Full name
• Contact information (email address, phone number)
• Address 

• Usage Data:

• Interactions with the app
• Features utilised 
• Frequency and duration of app usage. 

• Device information:

• Device type and model
• Operating system version
• Unique device identifier

• Location tracking:

• If you participate on Penny’s Cleaning website as a cleaner and use the Mobile App (L27 Teams), the app may collect your geographic information by using GPS depending on your preferences. This allows our “Teams” to “Check-in”, inform us you are “On-Way, and “Get Directions”.
• We DO NOT collect location information about our clients or applicants applying to participate in the Penny’s Cleaning platform.

• Transactional information:

• Details of transactions conducted through the application.
• Payment information (if applicable)

• Communication Preferences:

• Your preferences for receiving communications from Penny’s Cleaning

• Analytics and Cookies:

• The app may use analytics tools and cookies to gather data on app performance, and user interactions to enhance your experience.

(d) Information you provide about a third party:

If you choose to use our referral program to tell friends or family about Penny’s Cleaning, we may collect their contact information (name and email address). We will send them a one-time email inviting them to use the Penny’s Cleaning website. We will only store this information to send the one-time email and to track the success of our referral program. We will not use this information for any other marketing purposes unless we obtain consent from that person. Please note that when you refer a friend or family member, your email address may be included in the message sent to them. 

If you are using Penny’s Cleaning as a client, you have the option to provide ratings and reviews about your professional cleaner. Please note that all customer feedback is visible to Penny’s Cleaning, and the cleaner who provided the cleaning service. 

(e) Information third parties provide about you:

• • Background checks: If we use third parties to conduct background checks on potential cleaning professionals such as (Onfido, Checkr, or Hirease) those third parties will share the results with Penny’s Cleaning.

• Recording phone calls: Certain trusted partners, like those helping with customer support, might listen to or record phone calls made through or related to Penny’s Cleaning. Rest assured that we’ll always let you know and seek your consent before doing so. 

• Ratings and Reviews: When using Penny’s Cleaning’s platforms as a professional cleaner, be aware that we may receive feedback about your cleaning in the form of ratings and reviews from clients who have engaged with your cleaning services.

• Photographs of before and after: If you have requested cleaning services through Penny’s Cleaning platform, our professional cleaners may take photos before and after the cleaning service for quality control. These photos are provided to Penny’s Cleaning, but will never contain personal information.

(f) Information you provide to a third party:

• Applicants applying to be Professional Cleaners on Penny’s Cleaning platform may be directed to a third-party website such as Onfido.com, Checkr.com, or Hirease.com to conduct a background check. The third-party website may ask the applicant for identifying information to carry out the background check. 
• Penny’s Cleaning does not have control over third-party sites and disclaims responsibility for any information they may gather. The data collection practices of such third-party sites are subject to the respective site’s privacy policy. We advise you to review the privacy policy of any third-party website you access or plugin you click on.

(2) How do we use the information we collect:

• Penny’s Cleaning Ltd uses the information we collect to serve our customers, assess applicants, market and promote our services, conduct quality assurance for our services, ensure and improve security on Penny’s platform, and enhance your experience. Examples include:

• Scheduling, rescheduling, and cancelling services
• Rating and reviewing our professional cleaners 
• Addressing service complaints
• Communication with you by email, telephone, or text message in accordance with your preferences
• Managing payment for services
• Evaluating job applicants for positions at Penny’s Cleaning
• Improving customer service
• Sending marketing and promotional emails on behalf of Penny’s Cleaning unless you opt-out
• Troubleshooting technical problems on Penny’s platform
• Responding to questions and feedback
• Conducting research and analysis 
• Preventing, discovering, and investigating violations of this Privacy Policy or any applicable terms of service or terms of use of the mobile application, and investigating fraud, chargebacks, or other matters
• Contacting you regarding your use of the Penny’s Cleaning platform and, at our discretion, informing you of changes to the Penny’s Cleaning platform and/or the platform policies 
• Compliance with the law or to protect the rights, property, or safety of Penny’s, our users, or others, including maintaining network and information security, fraud prevention, and reporting suspected criminal acts

When you use Penny’s Cleaning platform, you agree to receive communications from us. These communications will be sent to the mobile phone number that you have provided to us and may include text messages, calls, and push notifications. Please note that standard messaging charges from your mobile phone carrier may apply to text messages that we send. 

By giving us your consent, you understand and agree that you may receive different types of communications from us, including marketing communications, operational communications related to your account or your use of the Penny’s Platform or Services, updates about new and existing features on the platform, information about promotions run by us, and news about Penny’s and industry developments. Please note that you are not required to accept promotional messages to use Penny’s Platform or Services. 

If you have provided us with a contact number that is no longer valid, please let us know as soon as possible so that we can update our records. You also confirm that you have received consent from any authorised users on your account to receive communications from us as described in this section. 

Please note that all consents provided in this section will remain valid even if you cancel your account. You may opt out of receiving promotional or marketing texts or calls from Penny’s at any time. If you wish to stop receiving all text (SMS) messages from us (including informational or transactional messages), simply reply to one of our text messages with the word “STOP”. Please note that opting out of all texts may affect your use of Penny’s Platform or Services. 

Finally, you acknowledge that Penny’s or its third-party service providers may record customer service calls to assist you with any queries that you may have. However, we will always notify you before recording any calls and we will only do so with your consent.

Data Retention and Deletion: 

• We retain your personal information for as long as required to efficiently provide you with high-quality cleaning services. This is used for crucial business purposes, including customer records, accounting obligations, and invoicing.
• If you want us to delete or access your data, please request in writing through email or post. However, in some cases, we may be legally obliged to share personal data. This could be the case if we are involved in legal proceedings or if we are complying with the obligations or instructions of a government authority.
• We will never sell your information to any third party or advertisers.

(3) How and why we may share your information:

• Cleaner profile, service instructions, ratings and reviews by clients.

On Penny’s platform, cleaning professionals’ profiles may be visible to all users, and they may include the cleaner’s name, ratings, and customer reviews. 

If you give a rating or review about one of our cleaners, we might display your first name and the first letter of your last name on the cleaner’s profile on the Penny’s Platform. We may also use them for marketing purposes such as testimonials on the Penny’s Cleaning website.

If you provide information about your home to request a booking or a quote for a service, we may show your first name, the first letter of your last name, the kind of service you requested, your postcode and region, the number of cleaners you requested, the date of your booking or quote request, your requested service date, and any service descriptions, instructions, or notes you provide on the Penny’s Platform.

• Third-party service providers performing services on our behalf.

Data Analytics: We use third-party service providers to perform data analytics on our behalf such as Google Analytics. Google Analytics may track what pages users visit on our website, and what potential clients request to determine how users use the website.

Payment Processing: We rely on a third-party service provider called Stripe to process any billing information that you provide.

Email delivery: We utilise Launch27, a third-party service provider, to manage our booking system. This includes sending emails to schedule, reschedule, or cancel appointments. You can expect to receive a reminder email a day before your scheduled appointment, a follow-up email after the appointment, and an email confirming the status of your payment. You can change your email preferences within your account.

Legal advice: We may disclose your personal information in the course of seeking legal advice. 

(c) Banks and credit card companies:

• We may share your Personal Information with banks and credit card companies to investigate payment fraud or disputed charges.

(d) Required disclosures & Legal compliance and protections: 

• We may be required to disclose Personal Information in response to a court order, or any other legal process required by law.
• We may share your account and other Personal Information with other companies and organisations when we believe it is necessary to comply with the law or to protect the rights, property, or safety of Penny’s, our users, or others. This may include exchanging Personal Information for purposes such as fraud prevention and credit risk reduction.

(e) Corporate transaction:

We reserve the right to disclose and transfer your personal information:

• To a subsequent owner, co-owner, of the Penny’s Cleaning platform
• In connection with a merger or consolidation, the sale of the company and assets including to any prospective purchasers. 

Children’s Online Privacy Protection Act Compliance

We do not collect any information from anyone under 13 years of age. Penny’s Cleaning platform, and the products and services offered through it, are all directed to people who are at least 18 years of age. If you are under the age of 18, you are not authorised to use the Penny’s Cleaning Platform.

(4) How we ensure the protection of your information:

Protecting the security and confidentiality of your Personal Information is of utmost importance to us. We have implemented various technical, administrative, and physical security measures to safeguard your Personal Information from unauthorised access, disclosure, or misuse.

For instance, we never store credit card information on our servers, and we use TLS encryption to protect your credit card information when it is transferred to our third-party payment processor. Moreover, we restrict access to your Personal Information in our offices. Only employees who require Personal Information to perform a specific job, such as sales representatives, managers, and customer service staff, have access to it. All our employees who have access to Personal Information are kept up-to-date on our security and privacy practices. When a new policy is added, they are notified and/or reminded of the significance we attach to privacy and what they can do to enhance the protection of our users’ Personal Information.

You must safeguard against unauthorised access to your account password and your computer. We suggest that you log out of your account or close your browser after you complete your visit to our Site.

Please note that despite our best efforts, no security measure can ever be entirely perfect or invulnerable, and we cannot guarantee the complete security of your Personal Information.

(5) Your options when it comes to our collection and use of your information:

To manage your personal information, you can contact info@pennyscleaning.co.uk to update, correct, or delete it. Alternatively, you can make the necessary changes using the Penny’s Cleaning platform. Moreover, if you wish to cancel or modify the email communications you receive from Penny’s Cleaning, you can do so at any time.

(6) How to get in touch with us if you have any questions:

Should you have any inquiries regarding this privacy policy, we’ll strive to promptly address them. Reach out to us using the following contact information:

Email:

info@pennyscleaning.co.uk

Address:

Penny’s Cleaning Ltd

Unit 33, Scott Business Park

Beacon Park Road

Plymouth

PL2 2PB

Any changes to the Privacy Policy:

In the event of modifications to this privacy policy, we will publish the changes on this page and update the modification date. If alterations impact the usage or disclosure of your personal information, we will notify you prominently before implementing the changes, specifying the effective date.