Privacy notice
Last updated: 3 November 2026
This notice explains how CleanOps Connect uses personal data about customers, cleaners and visitors to this website, as required by Articles 13 and 14 of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Who we are
The data controller is Ethnatcel Care Ltd, trading as CleanOps Connect, a company registered in England and Wales (company number 12674639), whose registered office is at 27 Conqueror Way, Pontefract, WF8 2YJ. You can contact us about data protection at ops@cleanop-connect.co.uk. ICO registration number: ZC137204.
What we collect
- Account details — name, email address, phone number, password (stored only as a one-way hash) and account type.
- Job details (customers) — postcode, the location derived from it, service type, description, budget, frequency and job history.
- Cleaner profile — name, trading or company name, base postcode, coverage area, services, availability, rates, contact details you choose to add, ratings, and compliance status (DBS, COSHH training, insurance).
- Compliance documents (cleaners) — the DBS certificate, COSHH training certificate and insurance certificate you choose to upload, so our team can check them before a badge appears on your profile. Only our admin staff can open them, and each time one is opened it is recorded in an audit log.
- Profile picture or company logo (cleaners, optional) — a picture you choose to upload. It is shown next to your name to customers your job offers go to or who book you, and our staff can see it. You can replace or remove it at any time, and removing it deletes it.
- Job photos (optional) — before and after pictures a cleaner chooses to add to a job, and pictures a customer chooses to add when reporting a problem. A picture can show the inside of a home and anyone or anything in it, so please photograph only the work, and avoid people and personal papers. The customer, the cleaner on that job and our staff can see them; each time our staff open one it is recorded in an audit log.
- Payments — card payments are taken by Stripe. We never see or store full card numbers. We keep payment references, amounts, refunds and payout status.
- Saved card (customers, optional) — if you save a card, Stripe holds it. We keep Stripe's references for you and the card, its brand, last four digits and expiry date, the time you agreed to it being charged, and which version of the wording you agreed to. A card is only saved if you choose to, and you can remove it at any time.
- Email confirmation — when you register we email you a link to confirm the address is yours, and we keep whether and when you confirmed it. The link works once and expires after 48 hours; only a one-way hash of it is stored.
- Text message alerts (optional) — if you turn them on, the UK mobile number you give, the time you agreed and which version of the wording you agreed to. The texts only tell you to open your dashboard (for example that you have a new job offer); they never advertise anything and say nothing about the job itself. Turning alerts off deletes the number.
- Regular bookings — the frequency, price per visit, end date and every visit of a weekly, fortnightly or monthly booking, including visits skipped, paused or cancelled and why (for example a card that could not be charged).
- Disputes and support — the reason code and any detail you give when raising a dispute, and records of how it was resolved.
- Messages — messages you send in the in-app chat with the customer or cleaner on a job. Phone numbers, email addresses, postcodes and links are hidden before a message is saved, and we keep only the hidden version plus a note that something was hidden. Our staff can read a conversation only to resolve a dispute or investigate misuse; each time they do, the reason is recorded in an audit log.
- Reviews — the rating and comment you leave after a completed job. Reviews are published with your first name and last initial only.
- Cleaner payouts — Stripe verifies cleaners' identity and bank details during payout set-up. We only keep the Stripe account reference and whether payouts are enabled.
- Technical data — IP address and request logs needed to run and secure the service.
Why we use it and our lawful basis
| Purpose | Lawful basis (UK GDPR Art. 6) |
|---|---|
| Creating and running your account | Contract |
| Matching jobs to cleaners who cover the area and offer the service | Contract |
| Taking payment, holding it until the job is confirmed, paying cleaners, refunds | Contract; legal obligation (financial records) |
| Keeping a card you choose to save and charging it for the visits of a regular booking you have agreed, and recording what you agreed to | Contract (your agreement to the booking and to the charges, recorded when you save the card); legitimate interests (evidence in payment disputes) |
| Checking cleaner DBS, COSHH and insurance status before showing it as verified | Legitimate interests (customer safety and trust) |
| Resolving disputes and preventing fraud or misuse | Legitimate interests |
| Showing a cleaner's optional profile picture or logo to customers | Consent (you choose to upload it and can remove it at any time) |
| Optional job photos, so a customer and a cleaner can show the state of the work and we can look into a reported problem fairly | Legitimate interests (evidence for fair dispute resolution); you choose whether to add a photo |
| Checking that the email address you register with is yours, so accounts are not opened in other people's names and booking and payment emails reach the right person | Legitimate interests (security and fraud prevention) |
| Emails about your bookings (offers, payment, check-in, completion, disputes, payouts) | Contract |
| Text message alerts that tell you to open your dashboard (new job offer, a job accepted, a payment secured) | Consent (you turn them on with your mobile number and can turn them off at any time) |
| In-app chat between a customer and the cleaner they booked, and hiding contact details so bookings and payments stay protected on the platform | Contract; legitimate interests (safety, fraud and fee avoidance) |
| Publishing reviews from completed bookings | Legitimate interests (helping customers choose, and fair treatment of cleaners) |
| Keeping the service secure (logs, rate limiting) | Legitimate interests |
Criminal record information (DBS) is handled under the conditions in Schedule 1 of the Data Protection Act 2018. We record whether a cleaner's DBS check has been verified. If you upload a DBS certificate, the copy is stored in our database, can be opened only by our admin staff, and is deleted automatically 6 months after we check it (or 6 months after upload if it has not been checked); we keep the record that it was checked and the decision. Our criminal offence data policy explains how we protect it.
Automated matching
When a customer asks us to find cleaners, we rank eligible cleaners using a fixed set of weighted rules: distance, experience, rating, insurance and compliance status. The top-ranked cleaners are sent an offer. Cleaners decide whether to accept and set their own price. The ranking does not decide whether anyone gets a job on its own, and you can contact us to ask how it was applied to you.
Who we share it with
- The other party to a job — once a job is offered or booked, the cleaner sees the job details they need to do it. Photos added to a job are seen by both sides of it.
- Stripe — payment processing, holding funds and cleaner payouts, and holding a card you choose to save.
- Mapbox — turning postcodes into map locations.
- Anthropic — only if you press "Help me write this" on the job form or your cleaner profile: the job type, frequency, estimated hours, or the services, travel distance and bio text you entered, plus any text you typed, are sent to suggest wording. Please don't include names, contact details or your address. It is also used, with web search, if you ask for a local price guide: only the service type and the first part of a postcode (for example LS12, never the full postcode) are sent.
- Resend — sending emails about your bookings.
- Twilio — delivering text message alerts, only to people who turned them on. It receives your mobile number and the text of the message.
- Hosting providers — DigitalOcean (our application and our database, both in the London region) and Cloudflare (website delivery).
- Regulators, the police or courts where the law requires it.
Our database is hosted in the UK (London). DigitalOcean, Cloudflare, Stripe, Anthropic and Mapbox are US companies, so some of the data they handle may be processed in the United States. All five are certified under the UK–US data bridge, which is how those transfers are covered. If we ever use a provider that is not certified, we will use the UK International Data Transfer Agreement or Addendum instead. Twilio, which delivers text alerts, is also a US company: transfers to it are covered by the UK–US data bridge if it is certified under it, and otherwise by the UK International Data Transfer Agreement or Addendum.
How long we keep it
- Account and profile data — while your account is open. If you ask us to close it, we deal with the request under “Your rights” below and keep only what the law requires, such as payment records (below).
- Compliance documents — DBS certificate copies are deleted 6 months after we check them; a file we reject is deleted after 30 days; a COSHH or insurance certificate is kept while it is the one in use, and deleted when you replace it and the new one is approved, or when it expires. The record of the check (who, when, and the decision) is kept with your profile.
- Job photos — deleted 90 days after the job is closed (confirmed, cancelled, or any reported problem settled), and in every case within 12 months of being added. You can remove a photo you added yourself until a problem is reported on the job.
- Payment and transaction records — 6 years after the end of the financial year they relate to, to meet HMRC record-keeping rules.
- Saved card — until you remove it, when it is also removed from Stripe. The record of what you agreed to (the time, the wording version, and the card's brand and last four digits) is kept with the payment records above, so we can show what was agreed if a payment is disputed.
- Email confirmation — the record that you confirmed your address is kept with your account. A confirmation link works once and expires after 48 hours.
- Text alert number — until you turn alerts off, which deletes it, or your account is erased. Twilio keeps its own delivery records for the period set in its terms.
- Regular bookings — the booking and its visits are kept with your job history.
- Chat messages — deleted automatically 6 months after they are sent.
- Dispute records — the written description of a problem is deleted 12 months after it was reported. The reason code and the outcome stay with the payment record (above).
- Staff notes on a job (internal notes our team writes while looking into a booking) — deleted automatically 12 months after they are written.
- Refund approvals — the approval record, with the reason our team gave, is kept with the payment record (above).
- Security logs, including the record of which staff opened or changed what — deleted automatically after 12 months, except the record of refund, payout and dispute decisions, which is kept for 6 years with the payment record it explains.
Your rights
You have the right to access your data, have it corrected, have it erased, restrict or object to how we use it, and to data portability. To use any of these rights, contact us using the details above. We will check that the request comes from you, and respond within one month. If you have an account you can also ask for a copy of your data or for your account to be deleted from the Account page once you are signed in. We keep a record of each request, and of how we answered it, for 6 years after it is closed so we can show it was dealt with.
A copy of your data: we send it as a file you can read and pass to another service. Erasure: we close your account and delete your name, contact details, saved card, pictures, certificate files and messages, and remove the address and written text from your bookings. We keep the payment and booking records themselves for 6 years, as the law requires, without those details. We cannot erase an account while a booking is in progress or money is still to be settled; we will tell you what is outstanding and finish the request when it is done.
If you are unhappy with how we have handled your data, you can complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113.
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Ethnatcel Care Ltd (Company No. 12674639), registered in England & Wales · ICO Reg. No. ZC137204