Privacy Policy

Privacy Policy

Last updated: November 2025

1. Introduction

Welcome to Rug Cleaning Experts. We are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, and safeguard your personal information when you visit our website
www.rugcleaningexperts.co.uk, contact us, or use our rug cleaning and related services.

If you have any questions about this policy or how we handle your data, please contact us:

2. Information We Collect

a. Information you provide directly

  • Your name, address, email address, and phone number
  • Details of your rug(s) or cleaning requirements
  • Payment details (processed securely – we do not store full card information)
  • Any correspondence or enquiry details you send via contact forms, WhatsApp, SMS, or phone

b. Information collected automatically

  • Your IP address
  • Browser type, operating system, and device information
  • Pages you visit and how you interact with our site (via cookies or analytics tools)

3. How We Use Your Information

  • Provide quotes and carry out rug cleaning and related services
  • Arrange collection and delivery of your items
  • Process payments and send invoices/receipts
  • Respond to enquiries or customer support requests
  • Send booking confirmations, service updates, and follow-ups by SMS, WhatsApp, or email
  • Improve our website, services, and marketing performance
  • Send updates, offers, or service reminders (only if you have opted in)

4. Communications & Messaging

No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Messages are used solely to communicate about your services and are not shared or sold to third parties. You may opt out of SMS/WhatsApp messages at any time by replying “STOP” or by contacting us directly.

5. Legal Basis for Processing

  • Contractual necessity – to provide the services you have requested
  • Legitimate interest – to improve our services and manage customer relationships
  • Consent – for marketing communications (which you can withdraw at any time)
  • Legal obligation – to comply with UK laws, tax, or accounting requirements

6. Sharing Your Data

We may share limited data with trusted service providers who help us operate our business, such as:

  • Payment processors (e.g. Stripe, PayPal)
  • Communication platforms (e.g. Twilio for SMS/WhatsApp messaging)
  • Marketing platforms (e.g. Google, Meta)
  • IT or website support providers
  • Logistics or delivery partners

All third parties are contractually required to keep your information secure and use it only for the agreed purpose.
Where data is transferred outside the UK (e.g. Twilio’s US servers), it is protected by approved safeguards such as Standard Contractual Clauses (SCCs).

7. Cookies & Analytics

Our website uses cookies and analytics tools (such as Google Analytics) to understand visitor behaviour and improve performance.
You can manage or delete cookies in your browser settings. Continued use of our website implies consent to cookie use.

For more details, please see our Cookie Policy.

8. How We Protect Your Data

We use secure servers, encryption, and access controls to protect your information from unauthorised access or misuse.
Only authorised personnel and service providers (including Twilio) have access to data where required for legitimate operational purposes.

9. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes described above, or as required by law (e.g. for accounting or insurance).
Message logs processed by Twilio are typically retained for up to 13 months for operational and compliance reasons.

10. Your Rights

Under UK GDPR, you have the right to:

  • Access a copy of your personal data
  • Request correction of inaccurate information
  • Request deletion of your data (“right to be forgotten”)
  • Withdraw consent for marketing communications
  • Object to or restrict certain types of processing
  • Request a copy of data transferred through Twilio or request deletion of Twilio-stored message logs

To exercise these rights, please contact us at info@rugcleaningexperts.co.uk.

11. Marketing Preferences

If you have subscribed to receive updates or special offers, you can unsubscribe at any time by clicking the “unsubscribe” link in our emails or replying “STOP” to SMS messages.
We will always respect your communication preferences.

12. Third-Party Links

Our website may include links to other sites. We are not responsible for the privacy practices or content of those external websites.

13. International Transfers

Where data is transferred outside the UK (for example, through Twilio or cloud-based services), it is protected using appropriate safeguards such as the UK Addendum to the EU Standard Contractual Clauses or other approved mechanisms.

14. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will always be available on this page with an updated “Last Updated” date.

15. Contact Us

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