GDPR Privacy Policy
1. Introduction
This Privacy Policy describes how Shine Bright Cleaning (referred to as “we”, “us”, or “our”) collects, uses, and protects your personal data when you use our website at https://sbwcleaning.co.uk, contact us, or book our services.
We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We act as the Data Controller for the personal data we process.
If you have any questions about this policy, you can contact us at:
• Email: andre@sbwcleaning.co.uk
• Website: https://sbwcleaning.co.uk
2. Definitions
For the purposes of this Privacy Policy:
• Personal Data means any information that relates to an identified or identifiable individual.
• Data Controller means Shine Bright Cleaning, the entity that determines the purposes and means of processing your personal data.
• Data Processor means a third party that processes personal data on our behalf.
• UK GDPR means the UK General Data Protection Regulation as retained in UK law.
• ICO means the Information Commissioner’s Office, the UK’s independent data protection authority.
• Service refers to our website, booking forms, telephone services, and any other services we provide.
3. Data We Collect
3.1 Information You Provide
When you request a quote, book a service, or contact us, we may collect:
• Full name
• Email address
• Phone number (including mobile number)
• Property address and postcode
• Service preferences and property details (e.g., number of bedrooms, bathrooms)
• Preferred appointment date and time
• Special instructions or notes
3.2 Information Collected Automatically
When you visit our website, we automatically collect certain usage data including:
• IP address and browser type
• Pages visited and time spent on those pages
• Device type and operating system
• Referring website
3.3 Communications Data
If you contact us by phone, our automated phone system (powered by Vapi and Twilio) may collect and process the content of that call for the purpose of handling your enquiry. Calls may be recorded or transcribed for quality assurance and service delivery purposes. You will be informed at the start of any recorded call.
4. How We Use Your Data
We use your personal data for the following purposes and on the following legal bases under UK GDPR:
Purpose Legal Basis
• Service delivery: To provide and manage your cleaning services
• Performance of a contract
• Service communications: To send booking confirmations and appointment reminders
• Legitimate interests
• SMS/email communications: To send you SMS or email updates related to your booking
• Consent (obtained at point of data collection)
• Customer support: To respond to your enquiries
• Legitimate interests
• Payment processing: To process payments
• Performance of a contract
• Analytics: To improve our website and services
• Legitimate interests
• Marketing: To send marketing communications (if you have opted in)
• Consent
5. SMS and Telephone Communications
By providing your phone number when submitting a booking or enquiry form, you consent to receiving SMS messages from Shine Bright Cleaning relating to:
• Booking confirmations and reminders
• Service updates and scheduling changes
• Follow-up messages related to your enquiry
You may opt out of SMS communications at any time by replying STOP to any message we send. Message and data rates may apply depending on your mobile network provider.
We do not send unsolicited marketing SMS messages without your explicit prior consent. Where you have opted in to marketing communications, you may withdraw that consent at any time.
Our telephone and SMS infrastructure is provided by Twilio Inc. and Vapi AI (see Section 7 for details). Inbound calls to our business number may be handled initially by an AI-powered voice assistant. You will be informed when speaking with an automated system and will always have the option to speak with a human team member.
6. Automated Processing and AI-Assisted Services
We use AI-assisted tools to handle certain inbound phone enquiries and to generate instant quotes through our website. This automated processing uses information you provide (such as property size and service type) to calculate an estimated price.
Under UK GDPR, you have the right not to be subject to decisions based solely on automated processing that produce significant legal or similarly significant effects. Our automated quote tool is advisory only — no binding decisions are made without human review. If you have concerns about automated processing, please contact us directly.
7. Third-Party Service Providers
We use the following third-party processors to deliver our services. Each processes your data only as necessary and in accordance with our instructions:
• GoHighLevel (GHL) — CRM and marketing automation platform used to manage bookings, customer records, and communications. Privacy Policy: https://www.gohighlevel.com/privacy-policy
• Twilio Inc. — Provides our telephone and SMS infrastructure, including toll-free number routing and message delivery. Twilio processes phone numbers and message content. Privacy Policy: https://www.twilio.com/en-us/legal/privacy
• Vapi AI — Powers our AI-assisted voice receptionist for inbound call handling. Call data and transcripts may be processed by Vapi. Privacy Policy: https://vapi.ai/privacy
• Shopify — Our e-commerce platform used for online service bookings and payments. Privacy Policy: https://www.shopify.com/legal/privacy
• Google (Analytics / Calendar) — Used for website analytics and appointment scheduling. Privacy Policy: https://policies.google.com/privacy
We do not sell your personal data to any third party. We only share your data with third parties where necessary to provide our services or where required by law.
8. Cookies and Tracking Technologies
We use cookies and similar technologies on our website. These include:
• Essential cookies — required for the website to function correctly
• Functional cookies — remember your preferences and login details
• Analytics cookies — help us understand how visitors use our site (e.g., Google Analytics)
• Marketing cookies — used to deliver relevant advertising (only where consent has been given)
You can manage your cookie preferences through your browser settings. Disabling certain cookies may affect the functionality of our website.
9. Data Retention
We retain your personal data only for as long as is necessary for the purposes set out in this policy. In general:
• Customer booking records are retained for up to 6 years for tax and legal compliance purposes.
• Marketing contact data is retained until you withdraw consent or request deletion.
• Call recordings and transcripts are retained for up to 90 days unless required longer for dispute resolution.
• Website analytics data is retained in accordance with Google Analytics’ standard retention settings.
10. International Data Transfers
Some of our third-party service providers (including Twilio and Vapi) are based outside the United Kingdom. Where your personal data is transferred outside the UK, we ensure appropriate safeguards are in place in accordance with UK GDPR, such as reliance on the UK’s adequacy decisions or standard contractual clauses.
11. Your Rights Under UK GDPR
As a UK resident, you have the following rights regarding your personal data:
• Right of access — you can request a copy of the personal data we hold about you.
• Right to rectification — you can ask us to correct inaccurate or incomplete data.
• Right to erasure — you can request deletion of your personal data where there is no lawful reason for us to continue holding it.
• Right to restrict processing — you can ask us to limit how we use your data in certain circumstances.
• Right to data portability — you can request your data in a structured, machine-readable format.
• Right to object — you can object to processing based on legitimate interests or for direct marketing.
• Right to withdraw consent — where we rely on consent, you can withdraw it at any time without affecting the lawfulness of prior processing.
To exercise any of these rights, please contact us at andre@sbwcleaning.co.uk. We will respond within 30 days. You may also lodge a complaint with the Information Commissioner’s Office (ICO) at https://ico.org.uk or by calling 0303 123 1113.
12. Security of Your Data
We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, loss, or disclosure. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.
13. Children’s Privacy
Our services are not directed at children under the age of 13. We do not knowingly collect personal data from children. If you believe we have inadvertently collected data from a child, please contact us immediately and we will take steps to delete it.
14. Links to Other Websites
Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies before providing any personal data.
15. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. When we do, we will update the “Last updated” date at the top of this page. Where changes are significant, we will make reasonable efforts to notify you (for example, by email or a notice on our website). We encourage you to review this page periodically.
16. Contact Us
If you have any questions, concerns, or requests relating to this Privacy Policy or your personal data, please contact us:
Shine Bright Cleaning
Email: andre@sbwcleaning.co.uk
Website: https://sbwcleaning.co.uk
If you are not satisfied with our response, you have the right to complain to the Information Commissioner’s Office (ICO):
• Website: https://ico.org.uk
• Phone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
