Privacy Policy

About this policy

Clearstone Solutions Ltd (“Clearstone”, “we”, “us”) is a family-run exterior cleaning company established in 1974, based at Unit 13b, Wincombe Business Park, Shaftesbury, Dorset, SP7 9QT. We are the data controller responsible for your personal data when you contact us, request a quote, book a cleaning service, use our website chat, or browse this website.

This policy describes how we collect, use, store and protect your personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It explains the third-party services we rely on to run our business, the lawful bases we rely on, your rights, and how to contact us or make a complaint.

Personal data we collect

• Enquiry and quote requests: name, email address, telephone number, postcode, property address and details of the cleaning service you are interested in, submitted through our enquiry wizard, contact form, email contact pop-up or skatepark quote form.
• Remote quotation images: photographs and short videos you share so we can assess your property and prepare a quotation without needing to visit, for example through our remote quotation service.
• Property photographs: images we capture of your property before, during and after cleaning for record-keeping, quality, warranty and dispute purposes.
• Online window-cleaning quotation: the details you enter into our online window-cleaning quoting and registration tool to check availability and pricing.
• Website chat: the name and contact details you choose to share, and the content of messages you send through our live chat or email chat widget.
• Communications: any messages, emails, SMS, WhatsApp messages or call-back requests you send us, and our replies.
• Payments: payment and transaction information needed to process payments for our services.
• Technical data: information collected automatically when you visit our website, such as browser type, device, pages visited and approximate location, through Google Analytics and similar tools where consent has been given.

How we use your data

• To respond to your enquiry, assess your property and provide a quotation.
• To schedule, carry out and manage cleaning work you have requested.
• To communicate with you about your booking, appointment or service.
• To process payments and issue invoices and receipts.
• To document the condition of properties and the work completed.
• To provide customer support through our website chat and other channels.
• To improve our website, services and customer experience.
• Where you have given consent, to send promotional marketing and to measure the performance of our advertising through Google Ads and analyse website usage through Google Analytics.
• For our legitimate business interests in record-keeping, quality assurance, warranty administration, complaints handling and dispute resolution.

Lawful bases for processing

We rely on different UK GDPR lawful bases depending on the purpose. We do not rely on consent for every activity.

• Taking steps at your request before entering into a contract (UK GDPR Article 6(1)(b)): handling enquiries, preparing quotations, scheduling and carrying out the cleaning services you ask for.
• Performance of a contract (UK GDPR Article 6(1)(b)): delivering the agreed services, processing payments, sending appointment reminders and service updates, and managing your booking.
• Legal obligations (UK GDPR Article 6(1)(c)): keeping records where we are required to, such as for tax and accounting purposes.
• Our legitimate interests (UK GDPR Article 6(1)(f)): record-keeping, quality assurance, documenting property conditions, warranty and complaints administration, improving our services, and general business administration. We only rely on our legitimate interests where they are not overridden by your rights and interests.
• Your consent (UK GDPR Article 6(1)(a)): where you have given consent for marketing communications, Google Analytics measurement, Google Ads advertising measurement, and any non-essential website cookies. You can withdraw consent at any time without affecting the lawfulness of processing carried out before withdrawal.

Customer and enquiry management

We use GoHighLevel to capture and manage leads and enquiries, and Jobber to manage quotations, customers, appointments, invoices and ongoing cleaning services. When you request a quotation, your relevant details are entered into Jobber. Active customer records are held in Jobber so we can schedule work, send reminders, invoice and deliver your service.

Customer communications

We distinguish between service communications and marketing communications:

• Service communications relate to a booking or service you have requested — for example appointment reminders, arrival windows, job updates and invoices. We send these using Jobber as part of delivering the service, and by telephone, email, SMS and WhatsApp.
• Marketing communications are promotional — for example seasonal offers or campaigns. We use GoHighLevel for promotional emails and marketing campaigns.

For marketing by email or SMS where you have given specific consent, we rely on that consent and you can unsubscribe at any time using the link in our emails or by contacting us. For existing customers, we may rely on the “soft opt-in” permitted under the Privacy and Electronic Communications Regulations (PECR) to send similar products and services by electronic means where you obtained our details in the course of a sale or negotiations and you did not opt out at the time. You can opt out of marketing at any time by using the unsubscribe link, replying “STOP” to a text, or contacting us using the details in this policy.

Remote quotations

We use LiveSwitch to receive customer photographs and videos so we can assess properties and prepare quotations without visiting. The images you share, and the associated information you provide (such as your contact details and property address), are used to understand the work required and to produce your quotation. Please share only what is needed for us to assess the job.

Property photographs

We use CompanyCam to photograph properties before, during and after cleaning. Projects and photographs are linked to customer records in Jobber. Photographs help us document existing conditions, completed work, service quality, warranties, complaints and any potential disputes. These images may show parts of your property and, in some cases, could identify you.

Photography and video marketing

We sometimes use before-and-after photographs and videos on our website, social media, our YouTube channel and in advertising. Where identifiable personal information is involved, we rely on an appropriate lawful basis and obtain any necessary permissions before use.

We are introducing a formal process for collecting separate photographic marketing consent where relevant. This is not yet in place for every customer; please contact us if you have questions about the use of photographs or videos featuring your property.

Payments

We use Jobber Payments and GoCardless to process customer payments. The payment and transaction information processed may include billing details, payment method references and transaction records. Our payment providers process this information under their own terms and security standards, and we use them to take and manage payments for our services. Where a payment issue arises, limited information may be accessible to our team to help resolve it.

Online window-cleaning quotations

Our online window-cleaning quotation and registration tool is hosted using Replit. When you use it, the information you submit is processed to prepare your quotation and to manage your enquiry and registration. We receive the enquiry details needed to follow up with you.

Website chat

Our website includes a chat widget that lets you contact our team by live chat or email. Messages you send and any contact details you share are processed by our chat provider and forwarded to our CRM so we can respond. The chat widget may set cookies to function; non-essential chat cookies are subject to your cookie consent choices.

Google Analytics and Google Ads

We use Google Analytics to understand how visitors use our website and Google Ads to measure the performance of our advertising. These services may set cookies on your device. We use Google Consent Mode v2 so that analytics and advertising cookies are only set where you have given consent. You can manage your preferences at any time using the cookie preferences link in our footer, or read our Cookie Policy.

Data retention

We keep personal data only for as long as is reasonably necessary for the purposes it was collected and to meet our legal and contractual obligations. As a general approach:

• Active customer records are held in Jobber while we are providing or scheduling services for you.
• Inactive customers are generally archived in Jobber, with their records retained rather than deleted. Archiving is not deletion; archived records may still be accessible to us where needed.
• Lead and enquiry records generally remain in GoHighLevel so we can respond and manage follow-ups.
• CompanyCam photographs are retained with the associated customer and project records, including for warranty and dispute purposes.

We intend to introduce a formal retention review process so that personal data is not kept longer than is reasonably necessary. We do not claim that a fixed retention period applies to every record, and we do not claim that periodic deletion reviews already take place.

Specific retention periods and the formal retention review process are being confirmed and will be reflected here before publication.

Third-party providers and international data transfers

We do not sell your personal data. We share it only with the service providers we rely on to operate our business and where we are legally required to do so. Our providers process your data on our behalf and only as instructed. The providers we use include:

• GoHighLevel — lead and enquiry capture, marketing and promotional communications.
• Jobber — quotations, customers, appointments, invoices, ongoing service management and service communications.
• LiveSwitch — receiving customer photos and videos for remote quotations.
• CompanyCam — property photographs linked to customer and project records.
• Jobber Payments and GoCardless — processing customer payments.
• Replit — hosting our online window-cleaning quotation and registration tool.
• Google — Google Analytics and Google Ads, subject to your cookie consent choices.
• Our website chat provider — live chat and email chat, subject to your cookie consent choices.

Some of these providers may process personal data outside the United Kingdom. Where this happens, we rely on appropriate safeguards to protect your data, such as the UK GDPR’s transfer mechanisms and any applicable adequacy or standard contractual arrangements. We do not specify particular countries, contractual terms, processor locations or security certifications in this policy without first confirming them.

Provider-specific international transfer details (countries, contractual safeguards and processor locations) require verification before publication.

Your rights

Under UK GDPR you have the right to:

• Be informed about how we use your data (this policy).
• Access the personal data we hold about you.
• Ask us to correct inaccurate or incomplete data.
• Ask us to erase your data in certain circumstances.
• Object to or restrict how we process your data.
• Receive a copy of your data in a portable format.
• Withdraw consent at any time where processing is based on consent.
• Lodge a complaint with the Information Commissioner’s Office (ICO).

To exercise any of these rights, contact us using the details below. If you have a concern about how we handle your data, you can also complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal requirements. The “Last updated” date above shows when it was last revised.

Contact us

If you have any questions about this Privacy Policy or how we handle your personal data, please get in touch:

• Email: hello@clearstonesolutions.co.uk
• Phone: 01747 413013
• Address: Clearstone Solutions Ltd, Unit 13b, Wincombe Business Park, Shaftesbury, Dorset, SP7 9QT