Rubbish Collection Chiswick Privacy Policy

This Privacy Policy explains how Rubbish Collection Chiswick collects, uses and protects personal data relating to our customers and prospective customers in our service area. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This policy applies to all Rubbish Collection Chiswick customers in our operating area who use or enquire about our services.

Who we are and how to contact us

Rubbish Collection Chiswick is a rubbish and waste removal service operating in the Chiswick area. For the purposes of data protection law we are the data controller for the personal information we collect and use about you in connection with providing our services. If you have questions about this Privacy Policy or how we handle your data, you can contact us using the details on our main customer communications and invoices.

What personal data we collect

We collect and process different types of personal data depending on how you interact with us and which services you use. This may include:

Contact and identity details such as your name, address, email address, telephone number and the property address where the rubbish collection or clearance service is carried out.

Service information such as details about the type of waste, collection dates and times, special access or handling instructions, any notes about hazardous or bulky items and related job history.

Billing and payment information such as invoice details, records of payments made, method of payment and billing address. We do not store full card details when a third party payment provider is used.

Communication records such as emails, text messages, call notes, online contact forms and any feedback or complaints that you send to us.

Website and technical data such as your IP address, device information, basic location derived from your IP, and information about how you use our website, where this is collected through cookies or similar technologies.

Marketing preferences such as whether you wish to receive updates, offers or service reminders from us and the channels through which you prefer to be contacted.

How and why we use your personal data

We use your personal data to provide and manage our services and to run our business. In particular, we may use your information to:

Set up and manage your bookings, including confirming appointments, planning collection routes and completing rubbish collection and clearance jobs at your address.

Communicate with you about your enquiries, bookings, changes to services, invoice queries and any issues that arise before, during or after a job.

Issue quotes, estimates, invoices and receipts and manage our accounts and records, including verifying that payments have been made and dealing with any refunds or disputes.

Improve our services and internal processes by reviewing customer feedback, analysing common issues, training our staff and planning resources.

Send you relevant service updates, reminders and, where permitted, marketing communications about similar services we offer in the Chiswick area.

Maintain the security of our systems, detect and prevent fraud and comply with legal or regulatory obligations relating to waste disposal and record keeping.

Lawful bases for processing

We only process your personal data where we have a lawful basis to do so under data protection law. Depending on the context, the lawful bases we rely on include:

Contractual necessity: We need to process your personal data to enter into and perform the contract for rubbish collection and related services, including taking bookings, communicating with you about the service and issuing invoices.

Legitimate interests: We may process your data where it is in our legitimate business interests to do so and those interests are not overridden by your rights. This includes managing and improving our services, keeping appropriate business records, preventing fraud and sending you information about similar services you have previously used, where you can easily opt out.

Legal obligation: We may need to process and retain certain information to comply with legal requirements, for example accounting, tax obligations or regulations relating to waste handling and disposal.

Consent: In limited cases, we may rely on your consent, for example where we send certain types of marketing communications or use optional cookies on our website. Where consent is used, you can withdraw it at any time using the contact details already provided to you.

Data sharing and processors

We do not sell your personal data. However, we may share your information with trusted third parties who act as data processors on our behalf in order to deliver our services and run our business efficiently. These processors may include:

Payment service providers that process card or electronic payments securely on our behalf.

IT and hosting providers that supply and maintain our booking systems, email services, website hosting and data storage.

Professional advisers such as accountants or legal advisers who assist with our business administration and compliance.

Where required by law, law enforcement bodies, courts, regulators or other public authorities.

When we use processors, we ensure that they only process your personal data in line with our instructions, that they have appropriate security measures in place and that they are bound by a written data processing agreement.

International transfers

In general, we aim to store and process personal data within the United Kingdom or European Economic Area. If we use a service provider that transfers or stores your personal data outside the UK or EEA, we will ensure that appropriate safeguards are in place. These may include using countries that have been formally recognised as providing an adequate level of data protection or using standard contractual clauses approved by relevant data protection authorities.

How long we keep your data

We keep personal data only for as long as is reasonably necessary for the purposes set out in this Privacy Policy and to meet any legal, accounting or reporting requirements. This typically means:

Basic customer and service records are generally retained for up to seven years from the date of your last job or transaction, to satisfy tax and accounting obligations and to respond to any queries or disputes.

Enquiry records where no service is taken up may be kept for a shorter period, usually up to two years, unless you have agreed to receive ongoing marketing communications.

Marketing contact details are kept until you opt out or withdraw consent, at which point we will add your details to a suppression list so that we do not contact you again for marketing purposes.

Technical data and logs may be stored for a shorter period depending on security and operational needs.

How we protect your information

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. Measures may include the use of secure servers, access controls, password protection, staff training and regular reviews of our data handling practices. While we take reasonable steps to safeguard your information, no system can be completely secure and we cannot guarantee absolute security of data transmitted to us electronically.

Your data protection rights

As an individual in our service area whose personal data we process, you have a number of rights under data protection law. Subject to certain conditions and exemptions, these include:

The right of access: You can request confirmation of whether we hold personal data about you and ask for a copy of that information, along with details of how we use it.

The right to rectification: You can ask us to correct or complete personal data that is inaccurate or incomplete.

The right to erasure: In some circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purpose we collected it or where you withdraw consent and we have no other lawful basis.

The right to restrict processing: You can ask us to limit how we use your data in certain situations, such as while we are verifying its accuracy or considering an objection you have raised.

The right to object: You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis. You have an absolute right to object to direct marketing at any time.

The right to data portability: In some cases, you can ask us to provide your personal data in a structured, commonly used and machine readable format or to transfer it to another service provider.

You also have the right to lodge a complaint with the Information Commissioners Office if you are unhappy with how we handle your personal data. We encourage you to contact us first so that we can try to resolve any concerns.

Marketing communications

We may use your contact details to send you information about services that are similar to those you have already used, service reminders and local updates relevant to rubbish collection in the Chiswick area. You can opt out of marketing at any time by following the unsubscribe instructions in our messages or by contacting us directly using the details provided on our communications. We will respect your choice and update our records promptly.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services or how we process personal data. When we make significant changes, we will update the effective date and, where appropriate, inform you through our usual communication channels. Your continued use of our services after any update will be taken as acceptance of the revised Privacy Policy. We recommend that you review this notice periodically so that you remain informed about how we protect your personal data as a Rubbish Collection Chiswick customer.