Privacy policy

1. Who we are

CleanApp is the data controller for the personal data described in this policy. CleanApp is based in London, United Kingdom.

In this policy, "we" and "us" mean CleanApp. "Customer" means someone who uses the CleanApp app to book a clean. "Cleaner" means someone who uses the CleanApp for Cleaners app to accept and carry out cleans.

You can contact us about anything in this policy at support@cleanapp.london with "Privacy" in the subject line.

2. What we collect

We collect only what we need to run the service. Most of it comes directly from you. Some of it is generated when you use the apps.

Account details

Your name, email address, mobile number and password. Passwords are stored as a one-way hash, so we cannot read them. Cleaners also provide a profile photo, which customers see on the map of nearby cleaners and on their booking.

Addresses

The addresses you save in the app, the address for each booking and any access notes you add, such as a door code or where to find the keys.

Precise location while you use the app

While the app is in use, we collect your device's precise location. For customers, this lets us show cleaners near you and suggest your current address. For cleaners, it lets us send you jobs near you and tell the customer how many minutes away you are while you travel to their home. Cleaners share their location only while they are online or on a job. While a cleaner is online, nearby customers see their first name, photo and an approximate position, rounded to an area about half a kilometre across. A cleaner's exact position is never shown to customers: once they set off, the customer sees an estimate of how long until they arrive, so a cleaner who starts from home never reveals where they live. You can turn location off in your device settings, but the apps cannot match or track jobs without it.

When a cleaner enters a customer's start code at the door, or reports that nobody let them in, we compare their phone's position with the booking address and keep the distance with the booking record. That record, with the time the clean started and finished, helps us settle any disagreement about whether a cleaner arrived.

Booking history

The date, time, duration, address, price and status of each booking, who the cleaner and customer were, any extra time agreed in the app, and any cancellation and its reason.

Messages

Messages sent between customers and cleaners in the app about a booking, and your messages to our support team. We can read messages sent through the app. We use them to help with disputes, keep the service safe and improve support. Each message is checked automatically as it is sent, and a message containing a phone number, email address, link or social media handle is not delivered, so that bookings and payments stay inside the app where both sides are protected.

Device tokens and technical data

A push notification token for your device, the device type, operating system version, app version, language, IP address, and crash and performance reports. We use these to send notifications, keep the apps working and fix problems.

Identity verification results for cleaners

Before a cleaner can accept jobs, they verify their identity through Stripe Identity, part of Stripe, our payments provider. Stripe collects images of your identity document and a selfie, and checks that they match and that the document is genuine. We receive the outcome of the check, the type of document used, and your name and date of birth as they appear on the document. We do not store images of your document or your selfie. Stripe keeps them under its own privacy policy and our agreement with it.

Payment details

Payments are handled by Stripe. When you add a card, your card details go directly to Stripe. We receive a token that lets us charge the card, plus the card brand, the last four digits and the expiry date. We never store full card numbers. For cleaners, Stripe collects the bank account details and identity information it needs to pay you and to meet its own legal obligations. We receive the status of each payout.

Ratings and reviews

After each clean, customers and cleaners rate each other from one to five stars and can leave a short comment.

Support and correspondence

What you tell us when you contact support, by whatever channel, and our replies.

3. Why we use your data and our lawful bases

UK data protection law requires us to have a lawful basis for each use of your personal data. This table sets out what we do and why.

The emails we send

Receipts, sign-up codes, password resets and account and security emails are always sent, because they record a payment or protect your account. You can switch off booking updates, weekly earnings statements and news and offers at any time from the email preferences link at the bottom of any CleanApp email, or in the app under Account. We only send news and offers if you have switched them on.

Where we rely on legitimate interests, we have checked that our interest is not overridden by your rights. You can ask us for more detail about that assessment.

We match each request to the nearest available cleaner automatically, using distance, availability and rating. This is how the marketplace works and it does not produce legal or similarly significant effects on you. Any decision to suspend or remove an account is reviewed by a person.

4. Who we share your data with

We do not sell personal data. We share it only as described here.

Customers and cleaners

When a booking is confirmed, the customer sees the cleaner's first name, photo and rating, and how many minutes away they are once they set off. A cleaner who is offered a job sees the customer's first name and photo, the area and any notes about the clean, but not the street address or access notes. Once a cleaner takes the job, they see the booking address, any access notes and the customer's rating. Both can message each other in the app. Neither sees the other's phone number or email address.

Service providers who process data for us

• Stripe processes payments from customers, payouts to cleaners, and verifies cleaners' identities through Stripe Identity. Stripe is also an independent controller of some data for its own compliance purposes.
• Supabase hosts our database, authentication, file storage and the servers the apps talk to.
• Resend delivers the emails we send you, such as sign-up codes, receipts and booking confirmations, and so handles your email address and the content of each email.
• Vercel hosts this website, including the email preferences page.
• Expo (650 Industries) relays push notifications from our servers to Apple and Google, and so handles the text of each notification.
• Apple (Apple Push Notification service) and Google (Firebase Cloud Messaging) deliver push notifications to your device. Apple and Google also distribute the apps through their stores.

Each provider is bound by a contract that limits what it can do with your data. We may add or replace providers; if we do, we will update this policy.

Others

• Professional advisers such as lawyers, accountants and insurers, where necessary.
• The police, courts, regulators or other authorities, where the law requires it or where it is necessary to protect someone's safety.
• A buyer or successor, if we sell or restructure the business. Your data would remain protected by this policy.

5. How long we keep your data

We keep personal data only for as long as we need it for the purposes above. In general:

When you close your account we delete or anonymise your data on that schedule. Anonymised data, which cannot identify you, may be kept for statistics.

6. International transfers

We store your data in the United Kingdom or the European Economic Area where we can. Our database is hosted by Supabase in London. Stripe, Resend, Vercel, Expo, Apple and Google may process data in the United States and other countries.

Whenever personal data leaves the UK, we make sure it is protected. We rely on the UK Government's adequacy regulations where they apply, and otherwise on the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, together with the provider's own security measures. You can ask us for a copy of the safeguards that apply to a particular transfer.

7. Your rights

Under the UK General Data Protection Regulation and the Data Protection Act 2018, you have the right to:

• Access the personal data we hold about you and receive a copy of it.
• Correct data that is inaccurate or incomplete. You can update most account details in the app.
• Delete your data, where we no longer need it or you withdraw consent. You can delete your account from the settings screen of either app.
• Restrict how we use your data while a question about it is resolved.
• Receive your data in a portable, machine-readable format, where we process it under a contract with you or your consent.
• Object to processing based on our legitimate interests, and to direct marketing at any time.
• Withdraw consent at any time, without affecting what was done before you withdrew it.
• Not be subject to a decision based solely on automated processing that has legal or similarly significant effects on you.

To exercise any of these rights, email support@cleanapp.london with "Privacy" in the subject line. We may ask you to confirm your identity. We will respond within one month, or tell you if we need longer for a complex request. There is no charge unless a request is clearly unfounded or excessive.

8. Cookies

This website uses no cookies beyond those that are strictly necessary for it to work. We do not use analytics, advertising or tracking cookies on the website, and we do not show a cookie banner because there is nothing to consent to.

The website loads its typefaces from Google Fonts. When a page loads, your browser requests the font files from Google, which receives your IP address as part of that request. Google's privacy policy applies to that request.

The apps do not use cookies. They store a login token on your device so you stay signed in, and the settings you choose.

9. Children

CleanApp is for adults. You must be 18 or over to create an account as a customer or as a cleaner. We do not knowingly collect personal data from anyone under 18. If you believe a child has given us personal data, contact us and we will delete it.

10. Security

We protect your data with encryption in transit and at rest, access controls that limit who at CleanApp can see personal data, hashed passwords, and regular review of our systems. Card details and identity documents are handled by Stripe, which is certified for that purpose, and never pass through our own servers.

No system is completely secure. If we discover a breach that puts your rights at risk, we will tell you and the Information Commissioner's Office as the law requires.

11. Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed. If a change is significant, we will tell you in the app or by email before it takes effect.

12. Contact us and how to complain

If you have a question or a concern about how we use your data, contact us first and we will do our best to resolve it.

You also have the right to complain to the UK supervisory authority, the Information Commissioner's Office (ICO):