DU Clean ("we", "us", "our") respects your privacy. This Privacy Policy explains how we collect, use and protect personal information when you use our website, the DU Clean app and our services.

Who We Are

DU Clean is the trading name of DU Clean Limited, a company registered in England and Wales under company number 14800090, with its registered office at 52 Old Elvet, Durham, DH1 3HN and offices at 85 New Elvet, Durham, DH1 3AQ and Cubo Nottingham, Fenchurch House, 12 King Street, Nottingham, NG1 2AS. We are the controller of the personal information described in this policy, which means we decide how it is used and are responsible for it. You can reach us at contact@duclean.co.uk or on 0191 691 8793.

Information We Collect

When you ask for a quote or a booking, send us a message or sign up to our newsletter, we collect what you give us: your name, email address, phone number and address. When you ask for a booking we also collect the address to be cleaned, anything you tell us about the property, and the history and payment status of your booking.

To keep the website secure and prevent abuse, we record the internet address (IP) and browser type used to make a booking request, and our web server records the internet address of each visit to the website and the app.

If you work for DU Clean, we also record when you clock in and out of a job and, if you allow it, where your phone is at that moment. Your phone’s location is read only when you tap Clock in or Clock out, never in the background.

Your DU Clean Account

If you create an account in the DU Clean app, we keep your name, email address and mobile number, a scrambled form of your password that nobody can read back, the addresses you choose to save, and when you last signed in. We use them only to let you book, follow and pay for your cleans. We email you a one-time code to confirm your email address or to reset your password. You can change your details, remove saved addresses or delete your account at any time in the app (You, then Delete my account). An account whose email address is never confirmed is deleted after 7 days. When you delete your account, your sign-in, saved addresses and account details are deleted straight away; records of past bookings are then kept only as long as the next sections say.

If you turn on notifications in the DU Clean app on an iPhone or iPad (they are off until you do), we keep that device’s notification token with your account and use it only to send you updates about your bookings, which Apple delivers to the device. We delete the token when you sign out or delete your account, and at the latest 180 days after the app last sent it to us. You can also turn notifications off at any time in the device’s Settings.

How We Use Your Information, and Why

We use your details to arrange, carry out and take payment for your clean, to contact you about it and to run your account. We need them to do what you ask of us: the law calls this performing a contract.

We keep records of paid jobs because tax law requires us to (a legal obligation).

We record internet addresses, sign-in attempts and similar details to keep the website, the app and your account secure and to stop abuse. We also reply to your messages and use what we learn to improve our services. We do these because we have a legitimate interest in running a safe and useful service, and we make sure that interest doesn’t override your rights.

When our cleaners clock in and out, we use the time and the place to know that a job has started and finished, to plan the day and to answer questions about a visit. This is in our legitimate interest in running our jobs safely and reliably, and the place is recorded only if you allow it on your phone.

We send you app notifications only if you turn them on, and our newsletter only if you sign up for it: that is, with your consent. You can turn notifications off in your device’s settings, and stop the newsletter at any time by replying to it or emailing contact@duclean.co.uk.

We do not use your booking details for marketing, and we do not sell your personal information.

Payments

Card payments are handled by Stripe. You pay on Stripe’s own secure page, and we never see or store your card number. Stripe receives your email address, the amount, your booking reference and what was booked, and keeps its own records of the payment under its privacy policy.

Who Handles Your Details for Us

We share your details only with the providers that help us run the website and deliver our services, and where the law requires it: Stripe, for card payments; Zoho Mail (our email provider, European data centre), for the emails about your booking and our replies to you; FormSubmit, which passes what you send through the contact form or the newsletter box on our website to our email inbox; Apple, for the DU Clean app’s notifications; Amazon Web Services, which hosts the website and its booking records; and the web developer who builds and looks after our website and app, who can see booking records when that is needed to keep them working.

Apple delivers the app’s notifications to your iPhone or iPad if you turn them on, and to our team’s phones about bookings, whether or not you use the app; a notification to our team can show your first name, your booking reference, the service, the town or city, the day and time of your clean and the amount paid.

If you choose to open a map on our website, Google Maps loads it and receives your internet address, under Google’s own privacy policy.

Where and How Long We Keep Your Details

Our website is hosted by Amazon Web Services in Singapore, under Amazon’s data-processing terms, which include the safeguards UK law requires for details kept outside the UK.

We keep your details only as long as we need them. Your details in a booking request that doesn’t go ahead are deleted 90 days after it ends, and requests we recognise as spam are deleted after 14 days. Records of paid jobs are kept for 7 years after the clean for tax and insurance purposes; then your details in them are deleted.

Internet addresses and browser details are deleted after 90 days, from our booking records and from our web server’s logs. The text of the emails we send you is deleted after 30 days; we keep only a note of what was sent and when. App notifications are deleted after 30 days. Clock-in and clock-out records are deleted after two years, or earlier with the job they belong to.

If you sign up to our newsletter, we keep your email address, and when and where you signed up, until you unsubscribe. After that we keep only your email address, on a list of people we must not email again. Messages you send us through the contact form or by email are kept only as long as we need them to reply to you and to keep a record of what we agreed.

We keep backup copies of our records in case of a fault, for up to 60 days. Details deleted from our records can stay in a backup until that backup is deleted, and are used only if we have to restore our records.

Your Rights

Under UK data protection law you have the right to ask for a copy of your personal information, to have it corrected or deleted, to limit or object to how we use it, and to receive it in a form you can take elsewhere. Where we rely on your consent (app notifications and our newsletter), you can withdraw it at any time.

To use any of these rights, email contact@duclean.co.uk. We will reply within one month. If you are unhappy with how we have handled your details, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

Changes to This Policy

We will update this policy when the way we use your details changes. The date at the top of this page shows when it last changed.

Contact

For any privacy-related questions, please reach out through our Contact Us page.