Last updated: 19 July 2026
1. Who we are
Fluro Clean is a trading name of Fluro Clean Limited, a company registered in England and Wales under company number 16613541. Our registered office is 33 Lyon Drive, Tamworth, England, B77 2TL.
For UK data protection law, Fluro Clean Limited is normally the “controller” of the personal information described in this policy. This means that we decide why and how that information is used.
You can contact us about this policy or your personal information:
– Email: hello@fluroclean.co.uk
– Telephone: 01827 934645
– Post: Fluro Clean Limited, 33 Lyon Drive, Tamworth, England, B77 2TL
We have not appointed a data protection officer because we are not currently required to do so. Privacy enquiries are handled by the company’s management team.
2. What this policy covers
This policy explains how we collect and use personal information when you:
– visit https://fluroclean.co.uk or use an online quotation or contact form;
– contact us by telephone, email, text message, WhatsApp, social media or another channel;
– ask for a quotation, book or receive a service, or pay us;
– act for a business, landlord, tenant, managing agent, supplier or other organisation;
– enter a promotion, leave a review, respond to a survey or otherwise interact with us; or
– make an enquiry, complaint, claim or data protection request.
This policy also covers information collected while we provide cleaning services at domestic and commercial properties.
Third-party websites, apps and services have their own privacy policies. For example, if you follow a link to WhatsApp, Facebook, Instagram, LinkedIn, YouTube, TikTok, Google, Checkatrade or another service, that provider controls its own use of your information. We encourage you to read its policy.
3. The information we collect
Depending on how you deal with us, we may collect the following categories of personal information.
Identity and contact information
Your name, business or organisation, job title, address, service address, billing address, postcode, email address, telephone number, WhatsApp number and preferred contact method.
Enquiry, quotation and service information
The service you require; whether the property is residential or commercial; property type, size, rooms, storeys, glazing, surfaces, items, roof or gutter details; the condition of the area; dimensions or quantities you supply; access, gate, parking, drainage, water-supply and safety information; requested frequency; service preferences; quotations, promotions and discounts; appointment and service history; instructions; and communications with us.
Photographs, video, audio and documents
Photographs or videos of a property, surface, item, access route or completed work; voice notes and their transcripts; and documents you choose to send, such as floorplans, estate-agent brochures, earlier quotations, invoices, roof reports or drawings. These materials may incidentally show people, vehicles, registration numbers, neighbouring property or other personal information. Please only send material that is relevant and that you are entitled to share.
Payment and transaction information
Amounts charged and paid, payment method, payment status, invoice and receipt information, and transaction references. Regular window-cleaning payments may be arranged through GoCardless using a secure setup link. Payment providers collect and process bank or payment details under their own privacy information. We do not ask customers to send debit-card or credit-card details through our website, WhatsApp or ordinary messages.
Communications and customer-service information
Emails, messages, telephone notes, complaint details, feedback, reviews, survey responses, call or contact history and records of consents or preferences. We do not record telephone calls unless we tell you before recording begins.
Website and device information
Internet Protocol (IP) address, approximate location derived from an IP address, browser and device type, operating system, referral source, pages viewed, dates and times, form activity, security events, cookie or consent choices and similar technical information. We only use non-essential cookies or similar technologies as explained in section 12.
Marketing information
Your marketing preferences, the messages sent to you, and information about how you interact with those messages where the relevant service provides this information.
Public and third-party information
Information from publicly available sources and third parties, such as Companies House, a business website, social media, Checkatrade or another directory; referrals from existing customers or business contacts; landlords, tenants, managing agents or site contacts; payment providers; and fraud-prevention, identity, professional-advice or claims services where appropriate.
Sensitive information
We do not intentionally ask for special-category information, such as information about health, ethnicity, religion, political opinions or sexual orientation. You may nevertheless give us health or accessibility information where it is relevant to safe access, communication or service delivery. We will use it only where necessary and where an additional legal condition applies, normally your explicit consent or the establishment, exercise or defence of legal claims.
We may process information about alleged criminal conduct where necessary to prevent or report fraud, theft, threats or other unlawful activity and where the law permits us to do so.
4. How we collect information
We collect personal information:
– directly from you when you browse the website, complete a form, use an instant-quotation tool, contact us, request or accept a quote, book a service, make a payment, send photographs or documents, or speak with our team;
– automatically from your device through server logs, security tools, cookies and similar technologies;
– from another person or organisation involved in the property or service, such as a joint customer, landlord, tenant, managing agent, employer, colleague, referrer or site contact;
– from service providers, including website, communications, security and payment providers; and
– from public sources where relevant to a business enquiry, debt, dispute, safety issue or legal obligation.
If you give us information about another person, you must have a lawful reason to do so and should make this policy available to them.
5. Why we use information and our lawful bases
UK data protection law requires us to have a lawful basis for each use of personal information. We rely on the following bases.
To respond to enquiries and provide quotations
We use contact, property, service, photograph, document and communication information to understand what is required, check service coverage, calculate or prepare a quote, answer questions and follow up on a request.
Our lawful bases are taking steps at your request before entering a contract and, where the enquiry is made for someone else or on behalf of a business, our legitimate interests in responding to genuine enquiries and developing our business.
To arrange, perform and manage services
We use customer, property, access, booking, communication, service and payment information to schedule and deliver work, send service messages, manage changes, collect payment, issue invoices or receipts, and provide aftercare.
Our lawful bases are performance of our contract with you, compliance with legal obligations and our legitimate interests in operating an efficient, safe and reliable cleaning business.
To manage commercial enquiries and relationships
We use business-contact, site and service information to prepare proposals, communicate with organisations, administer contracts and maintain professional relationships.
Our lawful bases are contract and our legitimate interests in providing services and managing business relationships.
To operate automated enquiry and quotation assistance
We may use an automated assistant to receive and classify new enquiries, answer approved pre-sales questions, transcribe a clear voice note, extract relevant facts from material you provide, collect quotation details, calculate an authorised standard quotation and prepare a summary for our team. The assistant identifies itself as automated. It is instructed to collect only relevant information, not to guess, not to take card details and to refer matters requiring judgement to a person.
Automated assistance does not confirm a booking, decide a complaint, determine a payment dispute or make another decision producing legal or similarly significant effects. A person confirms bookings and handles manual quotations, existing-customer account matters, complaints and unusual cases. You may ask to deal with a person at any time.
Our lawful bases are steps taken at your request before a contract, performance of a contract where applicable, and our legitimate interests in responding consistently and efficiently. If we introduce processing that requires consent, we will ask for it first.
To process payments and keep financial records
We use customer, transaction and payment-status information to collect money, reconcile accounts, manage refunds or debts, prevent fraud and keep tax and accounting records.
Our lawful bases are performance of our contract, compliance with legal obligations and our legitimate interests in protecting our business and recovering sums due.
To communicate about services
We use your contact details and service information to send operational messages, such as quotation follow-ups, booking or access communications, reminders, changes, invoices and payment messages. These are service communications, not direct marketing.
Our lawful bases are contract and our legitimate interests in administering the requested service.
To send direct marketing
We may send information about relevant services, promotions or reminders where you have consented or where the law permits us to contact an existing customer about our own similar services. We will provide a clear way to opt out. We do not sell personal information or buy indiscriminate marketing lists.
For electronic marketing to individuals, our lawful basis is normally consent or, where applicable, our legitimate interests together with the “soft opt-in” under the Privacy and Electronic Communications Regulations. For business contacts, we may rely on legitimate interests where the communication is relevant to their role and electronic-marketing law permits it.
You can object to direct marketing at any time by using the unsubscribe method in the message or contacting us. We will keep the minimum information needed to record your opt-out.
To operate, secure and improve our website and systems
We use technical, usage and security information to deliver pages and forms, prevent spam and abuse, diagnose faults, maintain security, understand service performance and improve the customer experience.
Our lawful bases are our legitimate interests in operating and protecting our website and business, compliance with legal obligations, and consent where required for non-essential cookies or similar technologies.
To take and use job photographs
We may take before-and-after or work-in-progress photographs to record condition, scope, access, completion, quality or a safety issue. We use operational photographs where necessary to perform the service and for our legitimate interests in maintaining service records, resolving questions and defending claims.
We will not publish a recognisable person, vehicle registration, house number, distinctive private information or clearly identifiable property for advertising without an appropriate lawful basis. Where consent is the appropriate basis, we will ask first and you may withdraw that consent for future use. We will take reasonable steps to crop or obscure unnecessary identifiers.
To handle complaints, incidents and legal matters
We use relevant records to investigate service issues, respond to complaints, protect people and property, establish facts, obtain professional advice, make or defend legal claims, report suspected unlawful activity and comply with regulators, courts or law-enforcement authorities.
Our lawful bases are contract, legal obligation, legitimate interests in protecting our customers and business, and the establishment, exercise or defence of legal claims where sensitive information is involved.
To meet legal and regulatory obligations
We process information required for tax, accounting, company, health and safety, insurance, consumer-protection and data-protection compliance, and to respond lawfully to public authorities.
Our lawful basis is compliance with legal obligations. In limited cases we may also rely on our legitimate interests or the establishment, exercise or defence of legal claims.
6. Where we rely on legitimate interests
“Legitimate interests” means that we have a genuine business or commercial reason to use personal information, but only where that use is necessary and is not outweighed by your rights and reasonable expectations. Our interests include responding to enquiries, providing and improving services, administering business relationships, maintaining records, preventing fraud and abuse, securing systems, recovering debts, handling complaints and protecting legal rights.
You may ask for more information about a legitimate-interests assessment relevant to your information.
7. When you must provide information
You may choose whether to provide personal information. However, we need certain details to respond, quote, determine service coverage, assess safety, enter a contract, provide a service or meet a legal requirement. If you do not provide the required information, we may be unable to quote, accept or complete the work. We will not ask for information that is not reasonably relevant.
8. Who we share information with
We share personal information only where necessary and with appropriate safeguards. Recipients may include:
– our directors, staff and authorised workers who need the information;
– subcontractors or specialist service partners involved in assessing or delivering requested work;
– website hosting, content-management, form, email, telephone, messaging, cloud-storage, customer-management, scheduling, document, security, backup and IT-support providers;
– providers supporting automated enquiry handling, transcription, image or document analysis and human handover;
– WhatsApp/Meta and other communications or social-platform providers when you use those channels;
– GoCardless, banks and other authorised payment or accounting providers;
– Hostinger, Cloudflare and providers supporting the hosting, delivery, security and spam prevention of our website;
– professional advisers, including accountants, insurers, brokers, solicitors and debt-recovery providers;
– landlords, tenants, managing agents, site contacts, businesses or other parties involved in the requested service, where appropriate;
– law-enforcement bodies, courts, regulators, tax authorities and other public bodies where disclosure is required or permitted by law; and
– a buyer, investor, lender or adviser in connection with a proposed or completed sale, reorganisation or transfer of all or part of our business, subject to confidentiality and data-protection safeguards.
Some recipients act as our processors and may use information only on our instructions. Other recipients, such as banks, payment providers, social networks and public authorities, may act as independent controllers under their own privacy information.
We do not sell or rent personal information.
9. International transfers
Some providers used for hosting, security, communications, payments, cloud services, social media or automated assistance may process information outside the United Kingdom. The laws in those countries may differ from UK law.
Where a restricted transfer takes place, we will use a lawful safeguard, such as:
– UK adequacy regulations;
– the UK International Data Transfer Agreement or the UK Addendum to approved standard contractual clauses;
– another legally approved transfer mechanism; or
– a specific exception permitted by data protection law where appropriate.
We also assess the circumstances of the transfer and use supplementary security measures where needed. You may contact us for further information about the safeguard relevant to your information.
10. How long we keep information
We keep personal information only for as long as reasonably necessary for the purpose collected, including legal, accounting, safety, insurance and dispute requirements. We use the following general retention periods, subject to any longer or shorter period justified in a particular case:
– Unsuccessful or inactive enquiries and quotations: normally up to 24 months after the last meaningful contact.
– Customer, service, contract, invoice and payment records: normally seven years after the end of the relevant financial year or customer relationship, to support tax, accounting, contractual and legal requirements.
– Operational messages and routine service records: normally for the customer relationship and up to two years afterwards, unless needed as part of the core contract or financial record.
– Property, access and safety instructions: while current and required for the service, then deleted or anonymised when no longer needed, subject to any incident or claim.
– Photographs and videos: quotation-only media is normally deleted with the enquiry record; operational job media is normally kept for up to two years after the relevant work, and longer only where needed for a complaint, incident, insurance matter or legal claim. Marketing media is kept until it is no longer used or any consent relied upon is withdrawn, subject to reasonable time to remove it from future publications.
– Complaint, accident, insurance and legal-claim records: for the life of the matter and normally up to six years after it closes, or longer if required by law, an insurer or an ongoing claim.
– Direct-marketing records: while you remain subscribed and for a short period afterwards to implement your request. A minimal suppression record may be kept indefinitely so that we do not contact you again against your wishes.
– Cookie-consent records and website security logs: for the lifetime shown in our cookie information or the period reasonably required for consent evidence, security and fault investigation.
– Data protection requests: normally six years after the request is closed, where necessary to demonstrate compliance.
When determining a period, we consider the amount and sensitivity of the information, risk of harm, purpose, customer expectations, available alternatives and applicable limitation or legal-retention periods. When information is no longer required, we delete it securely or anonymise it so it is no longer personal information.
11. How we protect information
We use proportionate organisational and technical measures designed to protect personal information against accidental or unlawful loss, alteration, disclosure, access or destruction. These include access controls, authentication, secure hosting and communications, updates and backups, supplier checks, staff confidentiality, data minimisation and incident procedures where appropriate.
No internet or storage system can be guaranteed completely secure. Please do not send payment-card details, passwords or unnecessary sensitive information through ordinary email, web forms, WhatsApp or social media. If you believe information sent to us may be at risk, contact us promptly.
12. Cookies and similar technologies
Our website may use cookies, pixels, scripts, local storage and similar technologies. These may be placed by us or by third parties.
We group them as follows:
– Strictly necessary: required for core site functions, security, network management, form submission, spam prevention, consent management or a service you request. These do not require consent where the legal exemption applies.
– Preferences: remember choices or improve convenience. We ask for consent unless an exemption applies.
– Analytics: help us understand visits and improve the website. We ask for consent unless the particular use falls within a legal exemption and all conditions for that exemption are met.
– Advertising or social media: measure campaigns, personalise advertising, enable embedded third-party content or connect activity across services. We obtain consent before enabling these technologies where required.
The website currently uses services that may include Cloudflare security and Turnstile spam prevention. The exact cookies and technologies can change as the site develops. Our cookie banner or cookie settings panel should provide an up-to-date list showing the provider, purpose, category and duration of each technology in use.
Non-essential technologies must not be activated before the required consent. Rejecting them should be as easy as accepting them. You can change or withdraw your choice at any time through the Cookie settings link on the website. Withdrawal does not affect processing that took place before withdrawal.
You can also control cookies through your browser, but blocking strictly necessary technologies may prevent parts of the website or forms from working. For more detail, see the cookie settings panel or any separate Cookie Policy displayed on the website.
13. Direct marketing
We may contact you about our cleaning services and promotions where allowed by law. We will identify ourselves and provide a simple way to opt out. We do not make consent to unrelated marketing a condition of receiving a quote or service.
You have an absolute right to object to direct marketing. To stop it, use the unsubscribe or opt-out instruction in the message or contact hello@fluroclean.co.uk. Service messages needed to administer a quotation, booking, payment or active service may still be sent.
14. Automated assistance and your choices
Our enquiry channels may use automated tools to help with first responses, standard quotation calculations, transcription, classification, information extraction and handover summaries. We do not use these tools to make a solely automated decision that has a legal or similarly significant effect on you.
You can:
– ask to speak with a person;
– correct information supplied to or inferred by the assistant;
– ask us to explain how a standard quotation was calculated;
– object to processing based on legitimate interests; and
– exercise the other rights in section 15.
Please avoid sending irrelevant sensitive information. If an automated tool is unable to deal confidently with a request, the matter should be referred for human review.
15. Your data protection rights
Depending on the circumstances, you may have the right to:
– be informed about how we use your personal information;
– access your personal information and receive a copy;
– rectify inaccurate information and complete incomplete information;
– erase information in certain circumstances;
– restrict how we use information in certain circumstances;
– data portability, allowing you to receive information you provided in a structured, commonly used, machine-readable format or ask us to transmit it to another controller where legally applicable;
– object to processing based on legitimate interests or a task in the public interest;
– object to direct marketing at any time;
– withdraw consent at any time where we rely on consent, without affecting earlier lawful processing; and
– rights relating to solely automated decisions that produce legal or similarly significant effects, where applicable.
These rights are not absolute. We may need to retain or continue using information where the law permits or requires it. We will explain any applicable limitation.
To exercise a right, contact hello@fluroclean.co.uk. Please describe your request clearly. We may ask for proportionate information to confirm your identity and authority, particularly where a request involves another person or a business account. We normally respond within one month, although the law allows more time for a complex request or multiple requests. We do not normally charge a fee.
16. Complaints
Please contact us first so that we can try to resolve your concern:
– Email: hello@fluroclean.co.uk
– Telephone: 01827 934645
– Post: Fluro Clean Limited, 33 Lyon Drive, Tamworth, England, B77 2TL
You also have the right to complain to the Information Commissioner’s Office (ICO), the UK data protection regulator. Current contact details and complaint options are available at https://ico.org.uk/make-a-complaint/. You may also contact the supervisory authority in the country where you live or work if another data protection regime applies.
17. Children
Our website and services are not directed at children. A person asking us to enter a service contract should be at least 18 years old and authorised in relation to the property. If we learn that we collected a child’s information unnecessarily, we will take reasonable steps to delete it. A parent or guardian may contact us with a concern.
18. Changes to this policy
We may update this policy when our services, suppliers, technology or legal obligations change. We will publish the updated version on the website and change the Last updated date. If a change materially affects how we use information already collected, we will take reasonable steps to bring it to the attention of affected people and obtain consent where required.
