Privacy policy

Last updated 15 November 2026

This policy explains what personal information Nella Cleans collects when you use this website or book a clean, what we do with it, and your rights. We keep it short and only collect what we need to look after your home.

Who we are

Nella Cleans is a domestic cleaning business and is the data controller for the information described here. You can contact us about anything in this policy at nellacleans@gmail.com or on 07434 031798.

What we collect

When you make a booking request, we collect:

• your name, email address, phone number and how you prefer to be contacted
• the address to be cleaned and your postcode
• details about your home and the clean: number of rooms, extras, hours, preferred days and times, how we’ll get in, and whether you have pets
• anything you choose to tell us in the notes box

When you pay, we keep a record of the payment (amount, date, and for bank transfers the name and reference shown on our bank statement) for our accounts. We never ask for your card details.

If you call, text or email us, we keep a record of that conversation so we can follow up.

How we use it

• To arrange and carry out your cleans, including confirming bookings, matching you with a cleaner, and contacting you about your visits. We do this because it’s needed to provide the service you asked for.
• To take payment and keep accounts, because the law requires us to keep financial records.
• To deal with questions, complaints or problems, because we have a legitimate interest in running the business properly.

We don’t send marketing emails, we don’t sell your information, and we don’t use it for anything unrelated to your cleans.

Who we share it with

We only share what’s needed, with:

• The cleaner assigned to your home: your name, address, access instructions and cleaning preferences.
• EmailJS, which sends the booking confirmation emails from this website.
• Google, which provides our email account (Gmail) and the fonts used on this website.
• Our bank, which processes the bank transfers you send us.
• Google Analytics, only if you accept analytics cookies (see below).
• postcodes.io, a free UK postcode lookup service. When you check a postcode, it’s sent there so we can check whether it’s in an area we cover.
• Our accountant, insurer, or the authorities, if we’re legally required to or need to deal with a claim.

Some of these providers may store or process data outside the UK. Where they do, they rely on legal safeguards recognised under UK data protection law, such as adequacy regulations or approved contract clauses.

How long we keep it

• Booking requests that don’t go ahead: deleted within 12 months.
• Client records: for as long as you’re a client, then for up to 6 years for tax and accounting purposes.
• Access details such as key safe codes: deleted as soon as you stop being a client.

Cookies

We don’t use advertising cookies, and we don’t sell or share data for advertising.

Analytics (only if you agree). If you click “Accept” on our cookie banner, we use Google Analytics to understand how people find and use this site, for example which pages are visited and whether booking requests are completed. Google Analytics sets cookies whose names start with _ga, which last up to two years. If you click “Reject”, or ignore the banner, Google Analytics isn’t loaded at all. You can change your choice at any time using “Cookie settings” at the bottom of any page.

Essential storage. Your browser remembers your cookie choice, and briefly holds your booking reference so it can be shown on the thank-you page. Neither is used to track you.

Other services. Your browser connects to Google to load the fonts, to postcodes.io when you check a postcode, and to EmailJS when you send a booking, which means those services can see your IP address.

Your rights

You can ask us to:

• give you a copy of the information we hold about you
• correct anything that’s wrong
• delete your information, where we don’t need to keep it by law
• restrict or stop how we use it, or move it to someone else

Email nellacleans@gmail.com and we’ll respond within one month. There’s no charge.

If you’re unhappy with how we’ve handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Changes

If we change this policy, we’ll update the date at the top of this page.